METHODS AND TECHNIQUES FOR IMPROVING COMMUNICATION BETWEEN THE ORGANIZATION AND CUSTOMERS
Autor (i): Oana Ramona, Bauer (Hamburda); Iulia Maria, Gādea (Rosoiu); Silvia Elena, Iacob
JEL: L 20
Cuvinte cheie: communication, external communication, internet, telephone, active listening
Abstract:
Managers allocate important financial resources to strengthen the image of organizations among customers, even if it may only take a few minutes to destroy it. The purpose of external communication is to promote, but also to increase the economic-financial indicators (profit, turnover). This is a fundamental part of a general marketing plan, elaborated and implemented by the management of the organization. An incorrect statement, but also a poor communication can have a huge impact on the company, especially if the media is involved. The message can spread quickly to a very large group of people. Bad news is communicated in a different form than good news and thus can cause serious problems for the company. Its image will be hard to fix. With the thematic methods of improving communication with the public, throughout this article the aim is to outline the perception of the managers of the Romanian organizations on the efficiency of the communication between the organization and its clients. In this case, an investigation was conducted whose instrument is the questionnaire and which contains questions adapted to Likert's scaling method (statements presenting the agreement or disagreement).
Managers allocate important financial resources to strengthen the image of organizations among customers, even if it may only take a few minutes to destroy it. The purpose of external communication is to promote, but also to increase the economic-financial indicators (profit, turnover). This is a fundamental part of a general marketing plan, elaborated and implemented by the management of the organization. An incorrect statement, but also a poor communication can have a huge impact on the company, especially if the media is involved. The message can spread quickly to a very large group of people. Bad news is communicated in a different form than good news and thus can cause serious problems for the company. Its image will be hard to fix. With the thematic methods of improving communication with the public, throughout this article the aim is to outline the perception of the managers of the Romanian organizations on the efficiency of the communication between the organization and its clients. In this case, an investigation was conducted whose instrument is the questionnaire and which contains questions adapted to Likert's scaling method (statements presenting the agreement or disagreement).
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