One client was looking for best practices in three areas: business-to-business communication, face-to-face internal communication and communication measurement. For the first topic, we talked with competitors in the company’s own industry that had moved up significantly in industry-wide customer satisfaction studies. For the other two topics, we identified companies that were celebrated for excellence in each of those areas. With our results, the client was able to take pride in how well they were already doing in many of these areas and to incorporate some new ideas that fit into their culture as well.
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