While it’s true that B2B and B2C organizations were making some significant changes to their customer communication management strategies as a result of the pandemic, the truth is these organizations would’ve had to adjust regardless. More and more customers have developed a preference for digital communication and experience since the inception of online retailing and the digital age. With the pandemic initially limiting the way organizations were able to communicate with their customers, these customer communication management strategies were put to the test. Luckily, many customers were pleasantly surprised with the efforts some of their frequently visited organizations made.

Those that weren’t pleased make up the other half of the mixed bag. As the infographic coupled with this post would point out, many other customers indicated that half of all businesses they interacted with throughout the pandemic had not made significant enough change to their customer communication management strategies. The customers that felt this way had no problem disregarding these organizations and taking their money elsewhere as a result. For struggling businesses without the ability to communicate to their customers effectively, they may face losing their most loyal customers. This doesn’t bode well when attempting to attract new customers, either. Therein lies the advantage of a high-quality customer communication management strategy.

There is no one right way to providing high quality customer communication management. It will largely vary based on the industry. However, a few factors tend to reign above the others. 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.

While these aspects do serve to help strengthen customer communication management strategies across all industries, some industries may require a few more considerations be made. For example, in the case of online retailing, more interactivity may be more of a priority. Which is why most online retailing websites will have a live chat service at the ready to assist customers in any way they can.

None of these elements are capable of being offered without fully adapting to an omnichannel strategy. Rather than limiting customers in the ways they can communicate or receive information from your organization, provide a means for them to interact with your brand on social media platforms, or through text messages and e-mail. Being able to freely communicate with any of these methods is a sign of a quality customer communication management system.

Interested in learning more about how a fine-tuned customer communication management strategy could make all the difference for your organization? Please spend some time reviewing the infographic coupled alongside this post. Courtesy of Conduent.