Until you’ve walked a mile in their shoes, it’s hard to say just how pandemic restrictions challenged a business. Attempting to appreciate the struggle an organization may have gone through is made possible through seeing what changes they made to their customer communication management strategies. Each and every B2B and B2C organization had to make some form of change throughout the pandemic in order to continue effectively communicating with their customers. Of course, this isn’t only limited to the pandemic, as the preferences of customers are ever-changing. Every organization attempting to meet the expectations of their customers, particularly throughout the pandemic, required a redefined customer communication management strategy.

Many customers were pleased with the changes their favorite organizations made. Other customers indicated that the organizations they frequent failed them. Recent research regarding this matter has indicated that more than half of all organizations that customers have interacted with since the pandemic have failed their expectations. Unfortunately, as every organization understands, disappointing their most loyal customers can result in them refusing to shop with them again. Failure to adapt accordingly can result in many organizations losing their existing customers in addition to failing to attract new customers.

Some of the most important aspects in established customer communication management strategies across all industries include personalization, privacy and security. With these three aspects, customers feel as though their unique needs or desires are being addressed, all while being kept under the safety veil of the organizations they shop from. These are three irreplaceable aspects, but many industries may require additional advancements to be made. For example, in the case of online retailing, more interactivity should be 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.

More important than ever is the omnichannel communication approach that nearly every business has taken in conducting business with customers. With these strategies, customers are no longer limited in the way they’re able to communicate to an organization. Text messages one day, e-mail messages the next and social media notifications the following. The more opportunities for organizations to communicate with their customers the better, which can strengthen their customer communication management strategies even more.

Hoping to learn more about how these customer communication management strategies can help your organization retain customers and attract new ones? Take a moment to check out the infographic featured alongside this for more helpful information regarding these strategies.

Courtesy of Conduent.