Understanding The Evolution Of Customer Communication

The COVID-19 outbreak and pandemic have caused countless struggles on organizations, regardless of their scope, scale, or customer base. What many organizations have been able to identify as a result of the pandemic is that the way in which they communicate with their customers had to be adjusted accordingly. This is all part of what’s known as a customer communication management strategy, which has had to drastically change as a result of the pandemic. Many organizations began prioritizing ways to provide a high-quality standard for digital communication between themselves and their customers.

It’s hard to say whether or not each business did well, as there are customers pleased and displeased with the changes organizations have made over the past two years. One statistic indicates that nearly half of all businesses visited throughout the pandemic had made little to no adjustments to their CCM strategies. Most of the time, this can leave customers believing organizations aren’t taking their needs into account, meaning they’re more than happy to ditch these businesses in hopes of finding others willing to meet their needs. Without a high-quality customer communication management strategy, organizations could begin losing their most loyal customers while also becoming incapable of attracting new customers to replace them.

How can a business know they’ve got a high-quality customer communication management strategy, though? Prioritizing three aspects, personalization, privacy and security, tend to be the difference makers. However, many industries may require more be done in order to truly feel a genuine connection between customers and business. Let’s take online retailing as an example. A decade ago, online retail shoppers would happily browse a department store’s digital aisles for their products. Nowadays, with the evolution of live chat services, customers can ask about specific products or styles and get their answer straight from an employee in seconds.

This brings about the most important aspect of a quality customer communication management strategy, omnichannel communication. Instead of limiting communication between customer and business to online dealings and their time in-store, omnichannel efforts allow customers the ability to interact with an organization through all online channels. Text messages, e-mail promotions, quirky social media profiles and even unique website development are all ways customers can continue to engage with a business long after they’ve left a retail store. These communication opportunities mean more chances for organizations to attract new customers. Limiting the way in which customers can communicate with your organization can put your company at a competitive disadvantage.

Struggling to find the ways in which your business can adjust its customer communication management strategy to make a significant difference with your customers? Look no further than the infographic shared alongside this post. Within it, you’ll find some of the most helpful tips and tricks to optimizing your CCM strategy. Infographic courtesy of Conduent.