An Evaluation Of Common Customer Communication Management Strategies

Every B2B and B2C organization is responsible for making critical adjustments to their customer communication management strategies when they realize they’re no longer genuinely connecting with their customers. This was especially true over the course of 2020 as a result of the pandemic. When organizations were more limited than ever, the changes they made were their one hope to maintain these customer relationships through trying times. Most customer were pleased with their efforts; this post will detail some of the changes that many organizations made.

While some organizations have thrived throughout these changes, others have failed to adjust accordingly. Without a fully realized customer communication management strategy, organizations are more than likely going to let their customers down. In situations where these customers do feel disrespected or that their needs aren’t being considered, they’re more than likely to jump ship and look to spend their money elsewhere. The inability to communicate to the level that customers need is a very telling sign of businesses who are unable to maintain their existing customers, but worse than this, are unable to attract new customers.

For different organizations spanning across various industries, high quality customer communication management can differ significantly. A few factors tend to reign above the others, though. First and foremost is personalized communication. Rather than blanket statements, customers want to feel as though their unique needs are being identified and acted upon. Which ties into the next factor: privacy and security. Customers want to be able to communicate with these organizations over channels that prioritize privacy and security of their delicate information. This means that organizations will need to be willing to invest into platforms that maintain a tight lid on their customers’ information, all while being able to integrate into their other systems.

As previously mentioned, these are just some of the core aspects of these strategies. There’s much more that organizations can provide to further enhance them. One way in which this is possible is through additional interactivity in their communication platforms. Think along the lines of live chat services. Accessible and immediate, Able to provide correct information and answer any questions at a moment’s notice without any time spent on hold. This is an example of the new normal with respect to customer communication management.

Similarly, industries across the world have adapted to a more omnichannel communication approach. Regardless of who an organization serves, limiting the way in which they’re able to communicate to the organization is detrimental. Thus the power of the omnichannel approach. Organizations can communicate through text messages one day, e-mail messages the next and social media notifications the following. The more opportunities for organizations to communicate with their customers, the better and thus more sound their customer communication management strategies can become.

Interested in learning more information about how your business can improve its customer communication management strategy? Be sure to consult the infographic accompanying this post for all the extra details. Infographic courtesy of Conduent.