One of the most critical functions of all B2B and B2C organizations is their customer communication management (CCM). While the preference for fully fleshed out digital communication had already been on the rise, pandemic restrictions have posed a challenge on businesses without a fully realized customer service communication strategy. However, a great deal of customers spanning throughout many different demographics have been pleased by the changes many organizations have made throughout the past year to provide them with the best and most efficient online experience.
With that being said, there are plenty of organizations out there who have failed their customers, particularly in regards to their customer communication management. In fact, a recent report indicated that more than half of all businesses that customers interact with have had a poor customer communication management experience. When these customers have this bad experience, they are more likely to disregard an organization and spend their money elsewhere. This can be a nightmare for businesses. The inability to provide adequate communication with customers makes it harder to retain existing customers in addition to attracting new ones. As such, it is imperative that businesses seek to provide high-quality CCM, and the accompanying infographic is a great start to achieving it for organizations.
What exactly constitutes high-quality customer communications management, though? A few particular factors reign above the others. The first is personalized communication. Customers want their individual needs to be realized and understood. Second, customers want a secure and private channel to communicate with organizations on to avoid any of their critical information being stolen or shared. Providing both personalization and privacy can be a challenge for many businesses. Typically this means they’ll need to provide unique digital communication platforms that are highly secure while remaining fully integrated to other critical 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.
For more information on how to create the best CCM for your business, check out the featured infographic coupled with this post. Courtesy of Conduent.