TRANSITION COMMUNICATION STRATEGY

Low key and last minute notifications of employees and customers has yielded our best outcomes. Longer term notice situations have created the worst outcomes. Don't give people too long to process and think about it... you want to minimize the total cycle times from Breaking News --> Explanation --> New Reality. With customers we've tried to make that total cycle time zero (e.g. no advance notice). We've strategically communicated after-the-fact through a "not likely to notice" communication channel. By the time they internalize, the new ownership is already in place and when they look around and realize nothing is different and the big scary change is already over, it's immediately calming.



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