Would customers react less negatively if their insurance company informed them about rate hikes personally over the phone versus a written letter? A new white paper by The Forum: Business Results Through People suggests that customers are less inclined to perceive a business negatively if price increases are communicated in-person, over the phone rather than through the mail.

The Forum is a not-for-profit trust affiliated with the Medill Integrated Marketing Communications (IMC) graduate program at Northwestern University that conducts business research with the goal of helping businesses better design, implement and manage people-based initiatives inside and outside an organization.

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