When Scotiabank,one of Canada's Largest Financial Service Providers,wanted to Develop

question 77

Multiple Choice

When Scotiabank,one of Canada's largest financial service providers,wanted to develop a customer-focused sales and service culture,it avoided information overload by limiting the number of communication vehicles used. Top management developed the main messages,which were consistently communicated to all levels of employees throughout the organization. Which type of communication channel is this an example of?

• A)downward  
• B)upward  
• C)horizontal  
• D)formal

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Definitions:

Competitive Advantage

The attribute that allows an organization to outperform its competitors, usually leading to greater sales or margins and/or retaining more customers.

Marketing Tactics

Specific actions or strategies marketers use to promote a product, service, or brand to targeted customers.

IBM

International Business Machines Corporation, a worldwide tech firm renowned for its production of computer hardware, software, and provision of IT services.

Hierarchical Organizational Structure

An organizational layout where entities are ranked according to levels of authority, from highest to lowest.