Lynn addresses the critical points for communication with the customer. She states that the personalization was not the only strong point of the message; the email that she had received was also a great example of relaying positive feelings to the customer. Lynn clearly states what she likes about the message and does a good job making me see the merit of the email even though I have not read it. I will be sure to experiment with this knowledge and hopefully will relay positive thoughts to the recipients of my messages.
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