CX and communications: Linked in critical ways
Service is important. But customers mostly rate your CX based on your communications—a fact that holds true across age, gender, income level and education.
Top 5 attributes of companies that deliver exemplary CX
>>> INSIGHT: It’s time to take stock
A proactive audit of your communications can help ensure they are relevant and appropriate to the current context and moment.
- Proactively communicate with customers and emphasize how you can help meet their needs
- Deliver the most important information to each customer segment and deliver it on their preferred channel
- Deploy feedback mechanisms so you can capture customer sentiment
- Listen to your customers and stakeholders, incorporating their feedback so you can enhance your communication performance and CX
Along the way, you may uncover technology or process hurdles that are keeping you from optimizing your communication CX. Weigh the benefits that technology and workflow changes can bring.