澳洲代写价格-通用汽车的业务沟通策略

澳洲代写价格-通用汽车的业务沟通策略。沟通是任何组织不可或缺的一部分，但它是企业在遇到任何问题或冲突事件时，为实施有效的沟通策略而采取的步骤。通过部署有效的沟通策略，企业将能够实现可度量的结果。正如上面所讨论的，并非所有的业务沟通问题都与组织内的员工有关，在某些情况下，组织与客户之间存在沟通鸿沟。在通用汽车的例子中，强大的沟通差距掩盖了该公司的声誉，担心的忠实客户的公司(辛格，2014)。沟通问题解释了通用汽车在全球范围内召回3000万辆汽车时所面临的商业事件。在消费者抱怨该公司缺乏沟通、随后又因召回事件提起数起诉讼之后，该公司被迫制定沟通策略，以防止进一步损害公司形象和声誉。

Communication strategies are considered to be the blueprints of the exchange of information between two individuals. Primarily, there are three types of communication strategies that can be used to enhance business communication such as verbal, non-verbal and visual communication strategies (Steyn and Puth, 2000). In a response to solve the communication problem and handle the issue effectively, General Motors has resorted to the visual communication strategies. There had been repeated complaints from the customers that calling the GM agents to seek for a solution had been futile and that a demand for a loaner vehicle against recalled cars has been dismissed by the GM agent. Due to the barrages of headlines about the federal investigation of the insufficient communication in the recall issue, the GM sought the effective digital communication strategy. By digital communication strategy, it is meant that communication would be established using digital platforms and social networks. GM has realized that the social networks are the best communication tool for the company to make right decisions and build an effective customer relationship (Berman and Kesterson‐Townes, 2012). While the renowned automaker, GM, still continues to use the conventional communication methods like a call centre, letters to customers, news media with a recall message and blogs, it is quite recently that their online grievance responsiveness has augmented.
GM had voluntarily handled the issue by taking over the social media platform especially Twitter to erase the communication gap identified between the organization and customers. On one instant, Lauren Munhoven, who lives in Alaska had initially contacted the customer service call centre of GM in an attempt to get help with her 2006 Saturn Ion which had been recalled in February 2014. With about an hour over the phone, the lady could get no help and finally resort to the social media platform, Twitter. Eventually, the Twitter complaint was quickly resolved and after repeated exchange of private messages, GM’s Twitter team was successful in offering help to the mother of two. The company had agreed to bear the cost of Ms. Munhoven’s round ferry trip worth $600 to her nearest dealer and provide her with a rental car in the absence of Saturn (Goel, 2014). It can be said that the primary communication issue was resolved due to the company’s innovative strategy of taking the platform of social media to cater to the needs of the customers. In its attempt to continue with the digital communication strategy, GM formed a team of about 20 people to manage the social media presence and monitor and respond to the inquiries and complaints in different auto forums. This virtue of the communication strategy can be interlinked with the transactional model of communication.

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