The Science of Customer Connections by Jim Karrh

Author:Jim Karrh
Language: eng
Format: epub
ISBN: 9781632657794
Publisher: Red Wheel Weiser

RECOGNIZE THE MANGLED MESSAGE—AND HOW TO PREVENT IT

Your typical marketplace might not be worth billions. Nevertheless, it's important. You can reap the benefits of a great message, and minimize the impact of a goof-up, by simply recognizing the ways your message could get away from you.

We see cringe-worthy examples nearly every day, along with their marketplace consequences. I use the term “mangled messages” to describe this large category of well-intended but ultimately botched communications. After studying mangled messages over the years, I began to see patterns in the ways that messages go wrong. Here are my top five marks of a mangled message, in no particular order.

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