The way we communicate not only changes how efficient we are, it affects client satisfaction. By following the “digital breadcrumbs” that e-mails leave behind, researchers were able to identify where we can make improvements.
Academics call this kind of investigation social network analysis. It has largely focused on internal communications aimed at learning how colleagues can collaborate most effectively. A new study uses e-mail analysis for a different purpose: to examine how employees interact with clients. Organizations can learn what patterns and behaviors affect client satisfaction and use the results to coach employees on more-effective communications.