It’s important to engage with your customers and let the customer be the voice of your company. A brand is no longer what we tell the consumer it is. It’s what consumers tell each other it is. Engaged customers are usually better advocates of the brand and are more loyal and more profitable.

1. Best Tips for Customer
Communications
Management
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Scriptura Engage | Market view | 6 tips to improve CCM
6
It’s important to engage with your
customers and let the customer
be the voice of your company. A
brand is no longer what we tell the
consumer it is. It’s what consumers
tell each other it is. Engaged
customers are usually better
advocates of the brand and are
more loyal and more profitable.
1. Create Content Based on
Customer Need
As we all collect data from our customers
on what they do, what they need and
how they prefer to be contacted, we
should use that. Don’t send mass emails
to your customers, as they don’t care for
this. Make sure you show your customers
that you know them and that they
matter. Send communication on what
they like and don’t sell them what they
already bought. And most of all, send it
through the right channel. Make them
feel like they’re the only one who matter
to you.
Your content drives customer
engagement.
2. Map your customer
Customer journey mapping helps
expose changes in your customer’s
behavior; it describes all the experiences
a customer has with your organization
and the emotional responses they
provoke.
Customer journey mapping ensures
organizations are not planning based on
out-of-date assumptions. The problem is
that many businesses still fail to realize
how much digital has changed things.
By mapping the customer’s journey, your
enterprise can realize what channels are
used most and how digital is involved.
Each stage in a customer journey needs
a different approach based on the
information and channel.
3. Reach your customer via
multiple channels
Multichannel communications give
businesses more opportunities to
interact with customers in the way
that customers prefer to interact.
Communicate the same message
through various communication
channels. Offer multichannel access
to information via mail, email, text,
push notifications, … And provide an
automated back-up plan when there is
no response on 1 channel.
4. Don’t forget to cover all topics
With the shift from paper to digital
we send more emails or notifications.
Organizations are happy with this
shift, but they still don’t communicate
correctly. More digital messages are
being sent, but the content is too tight.
Make sure you cover all subjects that
can be covered in one communication.
Don’t neglect the power of written
communications and bring it back to
your digital communications.
For example when you get a question
from a customers, make sure you don’t
elaborate on one single question,
but make sure you cover all topics.
The danger of going digital with you
customer is by sending too many
different communications for the same
question.
5. Consistent branding
Guarantee that all your communications
are visually engaging. A consistent brand
strategy increases engagement and is
the core of all sales efforts, customer
service and communications. Engaged
customers are usually better advocates
of the brand and are more loyal and
more profitable.
6. Increase speed to market
Nowadays customers expect their
information whenever and wherever
they want it. Although many companies
still try this, maintaining hundreds (or
maybe thousands) of documents is too
time-consuming. Every organization
with customer communications should
invest in a good CCM system where no IT
is required for small changes.
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