Even as many parts of the world begin shifting into post-pandemic life, every organization’s customer communication management remains as important as it has been throughout the past two years. B2B and B2C organizations alike remain successful as a result the quality of communication they have with their customers. Meeting the expectations of customers as a result of this coupled with the pandemic has proven to be a challenge many businesses were unable to overcome. With that said, many organizations did make admirable changes and their customers took notice. This post will detail a number of those methods, in addition to how they can be improved.
Unfortunately, the organizations that did fail made some critical mistakes along the way. According to recent research regarding this matter, more than half of all organizations that customers have interacted with since the pandemic have failed their expectations. Knowing that the philosophy most customers have regarding poor experiences with organizations is to never shop with them again, this can be detrimental to organizations failing to adapt. Organizations unable to adapt accordingly will end up losing their existing customers in addition to failing to attract new customers. High quality customer communication management then becomes a priority, as seen in the accompanying infographic.
However, with a more solidified customer communication management strategy, any organization can succeed in these times. At the most basic level, these strategies are made up of three elements: personalization, security and privacy. It’s one thing to provide blanket communication to each and every customer. It’s another to be able to personalize that communication and make it more meaningful. More tailored suggestions or sales notices are some ways to personalize customer communication. In order to accomplish this personalization, though, customers have to relinquish some important information to businesses. Customers have the expectation that their information will remain secure and private, so it’s the responsibility of every organization to invest in the necessary technological platforms to ensure their customers safety.
These are some of the most important aspects in established customer communication management strategies across all industries. However, certain industries may require more advancements to be made. For example, in the case of online retailing, more interactivity may be more of a priority. Which is why most online retailing websites will have a live chat service at the ready to assist customers in any way they can.
Perhaps more common than ever now, another aspect of these strategies is omnichannel communication. Rather than taking the approach of limiting the mediums in which customers communicate with organizations, organizations have invested heavily into things like social media channels. With a well-established presence on the web and through these social channels, more and more customers are able to communicate with organizations freely and receive the necessary information from them. If organizations have yet to adjust to this method of communication, they are at a very sizable disadvantage.
Hoping to learn more about the ways that your organization’s customer communication management strategy can improve? A lot of supporting information from this post can be found within the infographic featured alongside this post. Be sure to consult it for more! Infographic courtesy of Conduent.