The role of communications in CX

Customer communications play a critical role in the overall customer experience. They are interactions with your brand; email, text, chat, phone, web, etc. Customer communications can foster loyalty, shape perceptions of the brand and influence every stage of the customer journey.

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Here are a few reasons strategic communications are an integral component of the overarching customer experience:

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• Avoid misunderstandings, frustration and dissatisfaction – use clear and concise language to help customers understand your products or services, their features, and how to use them.

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• Gain a competitive advantage - in today’s competitive marketplace, excellent customer communication can differentiate a company from its competitors. It can become a key factor in attracting and retaining customers who value a great customer experience.

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• Empowerment and education – effective communications can empower customers by providing them with information they need to make informed decisions. It educates them about products, services enabling them to use the company’s offerings more effectively and confidently.