Communicating lean WITH CUSTOMERS

This article "presents the variety of options available for the mode of communication to customers, including oral communications as the popular mode, written communication, and physical communication."

Reason why this article is valuable to my research: Even though this article is about selling process improvement, it brings up several key points:
- "you cannot overlook the responsibility of accurate and timely communication with customers"
- customers believe the worst when they haven't heard anything back
- (so maybe when they don't hear anything back, they go to other users and complain, maybe the entire user community is made up of consumer emotion, maybe technical writers are really psychologists)
- communication "provides direction" including instruction and training
- "the inquiry aspect of communication includes determing the extent of customer knowledge, customer attitudes, customer beliefs and importance to the customer" "It also includes questions offered by your customer to you."
(Does this mean questions posted in blogs, forums, and social media outlets including Twitter? If so, we can refer to user-authored content as the inquiry aspect of communication?)
(When a user posts something about a product are they really making an indirect inquiry?)



Revelle, Jack B. 2010. "Communicating lean WITH CUSTOMERS." Industrial Engineer: IE 42, no. 8: 40-44. Academic Search Premier, EBSCOhost (accessed October 10, 2010).

Subject Terms:

*LEAN manufacturing
*PRODUCTION control
*COMMUNICATION in management
*MANUFACTURING processes
*CONSUMERS
*CONSUMER satisfaction
*ORAL communication
*CUSTOMER services
*MANAGEMENT
*AWARENESS
SERVICES for
SOCIAL aspects