In December, we conducted a customer survey which focused on post-sales customer communications and experience. The bills, statements, letters and general correspondence a customer receives after they’re bought, and which often don’t get the attention they deserve. We asked a broad range of customers what they felt, and how they perceived this communication. Below are a …
Customer Perception of Operational Communication Read More »
If you customers don’t “get” your communication you’ve probably got a case of information asymmetry. Businesses tend to be well aware that happy customers mean healthy profits, but too often, this doesn’t translate into the quality of their customer communications. Customer facing information often suffers from lack of simplicity, clarity and sometimes even from inaccuracy. Befuddled, …
Need to improve your customer experience? There are worse places to start than your customer communication I was talking to a fellow delegate at this year’s European Customer Experience World. We were discussing how a brand delivers its message to the customer, and she said “We don’t really do a lot with content – we’re more about …
What does your complaints-handling procedure look like? Not the one in your corporate handbook. The real one. The one that’s embedded in your culture, passed through the ranks, overheard in the office and talked about over an after-work beer. If it involves a lot of groaning, tutting, rolling of eyes and a raft of avoidance tactics, …
