By harnessing power of social networking, td has transformed way indiviudals communicate and interact with each other. Ranked highest customer satisfaction among big five domestic retail banks. Wow moments = internal social networking program that gives employees opportunity to post stories about things they"ve observed others doing, or done themselves, to build and support bank"s service and sales culture. Communication is the process by which info and meaning is transferred from a sender to a receiver concept of performance management rests on measurement, feedback and management which all need communication. Information sender encoder message decoding receiver . Understanding senders may use verbal and written language, and nonverbal language and cues to encode the info into a message receiver needs to interpret or decode message to form an understanding of the info it contains. Majority of info we process in face to face is nonverbal: nonverbal = info not easily converted using computer technology.