The limitations set forth at the start of the pandemic truly restricted the ways in which many B2B and B2C organizations were able to accommodate to their customers. As a result of this, countless organizations had to adjust their customer communication management strategy in such a way that their customers would continue to receive the best service. As it stands today, the preference of customers continues to lean more and more towards digital. Meaning these accommodations organizations are making might not be limited to just the pandemic. The ability to offer these accommodations and find new ways to communicate with customers is imperative to an organization’s success. According to many customers nationwide, many organizations met the mark.
However, with that in mind, there are a number of customers who have reported that nearly half of the businesses they come into contact with have a poor customer communications management approach. In situations where these customers don’t feel respected or aren’t getting the answers they’re looking for, they’re more likely to find an alternative and take their business there. Talk about a disaster for less established businesses. Without the ability to adequately communicate to their customers, businesses are more likely to lose their existing customers and will find it inevitably harder to attract new ones. However, with high-quality CCM, any company can achieve success.
When developing high-quality CCM strategies, businesses should prioritize these three aspects: personalization, privacy and security. Personalized communication allows for customers to feel that their unique needs are being understood and action is being taken to meet those needs. While customers are providing this information, they want to feel safe and secure, meaning their personal information is not in jeopardy. In order to provide a private and secure means to communicating, businesses will likely have to develop digital communication platforms that are integrated with their other business operating systems.
While these three aspects are particularly important in establishing strong customer communications management, other customers may require more unique needs to be met. Another typical pillar of these strategies is seen through website interactivity. No longer is live chat considered a novelty, more often than not a fully-fleshed out live chat is commonplace for organizations’ websites around the world. In addition to this interactivity, more advancements have been made in the way of omnichannel presence and communication. Rather than exclusively communicating with customers through one means, organizations are providing their customers with a multitude of different ways to communicate with them. Social media platforms, websites, promotional texts, etc. are all ways that customers today are able to communicate their needs to businesses and are a critical piece of a CCM strategy.
If your organization is struggling to establish a sound customer communication management strategy, be sure to take a moment and check out the infographic featured alongside this post for more tips and helpful information. Infographic courtesy of Conduent.