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Customer journey mapping ensures organizations are not planning based on out-of-date assumptions.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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