Cutting the Cost of Confusion

Confusion is more than just another daily inconvenience, though its impacts are often hidden in metrics such as market share, productivity, and ROI. This book shows how to identify and eliminate the Cost of Confusion in workplaces, marketplaces, and communities.

Autorentext

As Chief Clarity Officer of Transform Communications, Rich Layton works "under the hood" of global organizations to engage, educate, and inspire all those on whom success depends. Rich's "secret sauce" is a disciplined methodology that blends strategic communication with risk management, empowering leaders and teams to identify and overcome their organization's complex business, technology, and marketing challenges. The methodology and the mission are one and the same: Cutting the Cost of Confusion.

Inhalt

1. Introduction. 2. The Cost of Confusing Customers. 3. The Cost of Confusing Employees. 4. The Cost of Confusing Citizens. 5. Confusion As Strategy. 6. Deadly Confusion. 7. Cutting the Cost: A Methodology. 8. Application and Case Studies. 9. Conversation with a Change Agent. 10. Resources. 11. About the Author. 12. Index