Do Your Customers Read your Communications? Take the Quiz!


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Category: Communications, Customer Experience
Customer, experience, voc, voice of the customer, program, consulting, management, touchpoints, communications, CRM, customer relationship management, consumer, measure, understand, engagement, marketing, loyalty, retention, value, data, text, mining, structured, unstructured, feedback, training, listening, analytic, predictive, models, analyze, CEM, customer engagement management, beyond the arc, financial, service, call center, survey, results, research, maximize, M&A, merger, acquisition, brand, inactionable, insight, social media, internal, company

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Do Your Customers Read your Communications? Take the Quiz!

  1. 1. Management Consulting & Strategic CommunicationsDo Your Customers Read Your Communications?Take the QuizWhen was the last time you received a really compelling business communication? Considering thevolume of email, letters, instant messages, and more that compete for our attention every day, it’s notsurprising that your customers may miss an important message from you.Every business wants to create well-written communications that stand out, but they often makecommon mistakes that can turn people off. What do your customers think about the letters and emailyou send? Take our five-question quiz below. Do your letters start by focusing on your company’s1 How do you begin the letter or email? Yes No strengths, brand promise, or recent accomplishments? Would you describe the tone as “business-like”? 2 What’s the tone? Yes No Do you go straight to the purpose of your message? 3 How much background information do you provide? Yes No Do you include a call to action within main paragraphs? 4 What do you say about taking action? Yes No Do you reference a phone number on your letterhead? 5 How do you handle contact information? Yes No 1
  2. 2. Management Consulting & Strategic CommunicationsSo what was your quiz result? If most, or all of your answers are “yes,” you may be surprised todiscover that your customers are often not reading your communications. Or they may be missingimportant messages from you, which can impact the customer experience.Today’s customers want communications that focus ontheir interests and needs, not yours. Because they’re busy,they want to be able to quickly scan for key content, yetstill get enough context to make sense of your message.And they want all the information about how to contact Let’s, including your business hours. Fortunately, thereare easy ways to address these customer needs and make Toll-free: 1.877.676.3743your communications more helpful and engaging. Website: beyondthearc.comWant to learn how? Check out our upcoming two-partseries: 10 Best Practices for Writing to Customers. Email: . 2© 2010 Beyond the Arc, Inc. 2600 Tenth Street, Suite 616 Berkeley, CA 94710