Customer Service Best Practices
Best Practices, LLC has conducted extensive research in the field of Customer Service. Browse through and sample our published Customer Service research in the topics below:
| |  | Internal Communication Excellence: Tactics to Increase Organizational Effectiveness  
Non-members: Click here to review a complimentary excerpt from "Internal Communication Excellence: Tactics to Increase Organizational Effectiveness"
STUDY OVERVIEW
Technological advances have dramatically increased the amount and frequency of communication in the workplace - in particular Internal Communication. However, the diversity of communication tools, sources, and platforms makes it difficult to ascertain the preferred and most effective Internal Communication tactics and strategies.
Best Practices, LLC conducted this research to identify the most effective Internal Communication tools and how people best utilize various communication formats to achieve organizational objectives. Specifically, this report reviews the frequency and type of Internal Communications shared and received, and the type of work-related Internal Communications viewed and forwarded with mobile devices. The largest portion of the report focuses on the which communication mediums (voice mail, email, intranet, etc.) are most effective for various types of Internal Communications, including general, industry, product, strategy, vendor, training, performance and others. In addition, the study presents the most effective communication platforms for communicating with superiors, peers and subordinates when sharing information regarding projects, products, training, industry, and more.
Professionals who use and send Internal Communications can use this report to identify the preferred communication formats/platforms for a sharing a broad range of Internal Communications to achieve organizational success.
Total Benchmark Class and Pharmaceutical segments are presenting on many slides.
KEY TOPICS
Types and frequency of Internal Communication shared and received
Identify Internal Communication medium & preferences for array of message types
Measure Internal Communication Effectiveness
SAMPLE KEY METRICS
Most & Least Commonly used Medium for Internal Communication – Overall
Use of Mobile for Internal Communication – Overall
Preference vs. Effectiveness: Internal Communication Using Mobile – Overall
Effective Tools for general communication, industry information, case studies, product information, strategy guidance, vendor communication, training and more – Overall and Pharmaceutical Segment
Average Weekly Hours Spent on Internal Communications – Overall
Effective Tactic to Prioritize Communications – Overall
Percentage of Redundant Communications Received Internally – Overall
SAMPLE KEY FINDING
Effectively Tackle Internal Communication Using Type: Organizing emails by type (action required vs. informative) is the most effective method. However, pharmaceutical respondents then consider (1) the sender and (2) the content while non-pharmaceutical respondents utilize technology to consider importance.
METHODOLOGY
The benchmark class of participants includes total of 183 representatives from different industry segments and across six continents Qualitative and quantitative data for this report were collected through an online survey instrument.
Internal Communication Excellence: Tactics Used by Biopharma Executives to Increase Organizational Effectiveness
Non-members: Click here to review a complimentary excerpt from "Internal Communication Excellence: Tactics Used by Biopharma Executives to Increase Organizational Effectiveness"
STUDY OVERVIEW
Technological advances have dramatically increased the amount and frequency of communication in the pharmaceutical workplace - in particular Internal Communication. However, the diversity of communication tools, sources, and platforms makes it difficult to ascertain the preferred and most effective Internal Communication tactics and strategies within the pharmaceutical industry.
Best Practices, LLC conducted this research to identify the most effective Internal Communication tools and how employees within the biopharmaceutical industry best utilize various communication formats to achieve organizational objectives. Specifically, this study reviews the frequency and type of Internal Communications shared and received, and the type of work-related Internal Communications viewed and forwarded with mobile devices. The largest portion of the study focuses on the which communication mediums (voice mail, email, intranet, etc.) are most effective within pharma companies for various types of Internal Communications, including general, industry, product, strategy, vendor, training, performance and others. In addition, the study presents the most effective communication platforms for communicating with superiors, peers and subordinates when sharing information regarding projects, products, training, industry, and more.
Biopharma professionals who use and send Internal Communications can use this study to identify the preferred communication formats/platforms for a sharing a broad range of Internal Communications to achieve organizational success.
KEY TOPICS
Types and frequency of Internal Communication shared and received
Identify Internal Communication medium & preferences for array of message types
Measure Internal Communication Effectiveness
Voices from the Field
SAMPLE KEY METRICS
Most & Least Commonly used Medium for Internal Communication
Use of Mobile for Internal Communication
Preference vs. Effectiveness: Internal Communication Using Mobile
Effective Tools for general communication, industry information, case studies, product information, strategy guidance, vendor communication, training and more
Average Weekly Hours Spent on Internal Communications
Effective Tactic to Prioritize Communications
Percentage of Redundant Communications Received Internally
SAMPLE KEY FINDING
Effectively Tackle Internal Communication Using Type: Organizing emails by type (action required vs. informative) is the most effective method. However, pharmaceutical respondents then consider (1) the sender and (2) the content while non-pharmaceutical respondents utilize technology to consider importance.
METHODOLOGY
The benchmark class of participants includes total of 51 representatives from the biopharma sector. Qualitative and quantitative data for this report were collected through an online survey instrument.
Employ Customer Segmentation to Drive Customer Service
Employ self-selecting, individually correcting customer segmentation for
effective target marketing.
Most companies understand the superior economics of targeted marketing and the
need for a segmented approach to developing products and value propositions.
Many invest heavily in market research to generate elaborate demographic or
psychographic segmentations. But too often these models prove unsatisfying
because there is no practical way to identify a customer by segment. Defining a
segment as “big backyards” or “personal-computer junkies” may call to mind a
picture of the lifestyle or mind-set of the people in those groups, but it does
not provide a useful means of finding the customer.
American Express has designed a self-selecting, individually correcting
approach to reduce cost of segmentation and shorten time-to-market when it
tests new value propositions ...
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