Many organizations continue to struggle as a result of the corners that COVID-19 pushed them back intoEach and every organization, regardless of scope, scale, or customer orientation was challenged in some wayThese challenges brought about a number of changes within their customer communication management strategies, some more positive than othersThis post will detail those changes in length, in addition to the ways your organization can integrate them for itself.
The issue that many organizations found themselves with was that despite having an established communication management strategy, it might not always be working as intendedFor businesses that fear this is the case for them, the accompanying infographic has some bad news to reportTypically customers expect high-quality customer communication management from the organization’s they conduct business with, but rarely find itThese customers report nearly half of the businesses are lacking a proper customer communication management strategyHow does this impact businesses, though? Well, when a customer has a bad experience, they’re more than likely to stop shopping with the business that did them wrongBut how can a company achieve a strong, high-quality customer communication management strategy?
The challenge then becomes developing the most sound customer communication management strategy for your customersWhat defines a high-quality strategy, though? While it’s bound to be different for various industries across the world, three aspects tend to top the list of prioritiesThe first is personalized communicationThis communication allows customers to feel as though their needs are being understood and action is being taken to meet those needsThe next is security and privacyWhile customers are willing to divulge their delicate data to organizations, they do so with the expectation that organizations will be able to maintain the safety of that dataKeeping this data out of the wrong hands is then imperative for organizations, meaning they’ll have to develop or invest in digital communication platforms that can easily integrate into their operations.
Though these are some of the key factors of a high-quality CCM, some customers’ preferences are bound to be vastly differentSome customers highly value interactivity between them and the business they’re purchasing fromOne way this factor has evolved has been in the form of live chatJust about every website you visit nowadays has some form of representative willing to communicate with you in the form of instant messagingIn the online retailing industry specifically, this sort of tool really bridges the gap between an unsure customer and a sale.
Perhaps the most important aspect in tying together a quality customer communication management strategy is omnichannel communicationOmnichannel efforts allow customers the ability to interact with an organization through all online channelsText messages, e-mail promotions, quirky social media profiles and even unique website developments are just a few of the ways in which customers can communicate with an organizationMore avenues for customers to interact with an organization means more chances for organizations to attract new customersLimiting the way in which customers can communicate with your organization can put your company at a competitive disadvantage.
Every organization will have to adjust their customer communication management strategies to fit their customers bestWhile it can be challenging to do so, with time, your organization can find what works best for it and optimize it accordinglyFor more information on what methods might work best for your organization, continue reading on to the infographic coupled alongside this postCourtesy of Conduent.