Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience


I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Whilst much of my writing has been focused on the importance of the communication relationship between a company and the customer, I have not been as vocal about the almost equal criticality of the communication between a company and it’s employees.

4 Effective Strategies for Communicating with Upset Customers


Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations.


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3 Communications Strategies to Use During a Crisis


Communication during a crisis is about protecting your core asset, your customers. Retaining those customers will require efficient, high-value communication between you and your customers. Tips on Communications During a Crisis. Retune Internal Communication.

Communicating that Customers Matter

Wired and Dangerous

Most executive offices today are smaller than in past years and have interiors that are no longer decorated to communicate importance and prestige. Customer Centric b2b strategy b2c strategy Customer communication Customer Experience Customer Service Innovative ServiceIn the last few months, we have visited several C level officers of client companies.

Localization: Revolutionize Your Global Content Strategy

Speaker: Zak Haitkin, Localization Manager

From broad communication to eLearning and virtual content distinctions to understanding the unique cultural nuances of a new demographic, there are many factors at play when it comes to localization projects at scale. Join this webinar with localization manager Zak Haitkin to dive into the details!

Customer Communication Management Strategy in 2022: Our Guide


Customer Communication Management Strategy in 2022: Our Guide. With the ability to communicate regardless of where they are, customers don’t distinguish between online and offline. What is a Customer Communications Management strategy and how will it benefit my business?

Three Powerful Tips for Effective CX Communication

Daniel Group

Communicate with Me Now! Three Powerful Tips for Effective CX Communication. Effective CX Communication: Are you talking to your customers? Does Communication Really Matter that Much in CX? . Enough said about the impact of Communication on CX! .

What is Customer Communications Management


What is Customer Communications Management. Today, customers expect relevant, highly personalized communications. They expect communications to be representative of their context and preference. Customer Communications Management definition. Customer Communications.

5 Tips for Building a Corporate Communication Strategy



Strike a conversational tone in client communications

Beyond the Arc

The product meets customer needs, the organization is easy to do business with, but client communications are cold, and maybe even off-putting. The post Strike a conversational tone in client communications appeared first on Blog

The Health of the Contact Center: Are You Ready for 2019?

Tweet this Self-service communication options do little to quell. New communication channels have emerged. communication channels already. search and other communication methods become. strategies and put the focus squarely on one thing: people.

LIBOR transition: Developing an effective communications strategy

West Monroe

A transition from LIBOR after 2021 means banks must prepare now a communications strategy to keep everyone aligned. InBrief Regulatory Change Management Industry Transformation Banking & Credit Unions Financial Services

Enhancing Customer Engagement Through Interactive Communications


Understanding that communication plays an integral role in our everyday lives aids in creating and executing on effective management strategies. Communication truly lays the foundation for any relationship. External communication, though, is particularly important.

Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX

Kate Nasser

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on

Communication — Essential to Creating and Sustaining a Customer-Centric Culture 


For example, in writing about ‘How to Ensure Customer Experience is a Key Element of Your Business Strategy’ last month, I made the point that there is little benefit to attempting to engage your people in better understanding the role they play in improving the customer experience, if customer experience is not actually part of the business strategy in the first place. You quite simply cannot ‘over’ communicate with anything that is core to your business AND customer strategy.

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Communicating CX: 12 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. This means communicating often and earnestly. Communicate that pride often!

Adding Customer Generated Content In Your Communication Strategy


What Is User-Generated Content? Customer Experience Content Management

Open the Channels of Communication with Your Customers


By utilizing this module, as well as our Engage Key Stakeholders SuccessBLOC , you will have the tools you need to effectively communicate with your customers, delivering the right messages at the right time.

Save Time and Be More Productive with Effective Communication

Russel Lolacher

Are you ready to be a better communicator? I had the pleasure to speak on the challenges to good communication and tips to improve it at the BIG Ready conference. Communication is essential for productivity and our successes, in some form or another, we all struggle with it.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Communication is key

Zeisler Consulting

One of my Five Principles of Good CX is Communication. CX Strategy CX Thoughts Principles of Good CXYou can screw a lot of things up with your Customers and they’ll still forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse.

Successful Digital Transformation Requires These 2 Strategies

Upstream Works

Meeting this challenge will require several responses, and whatever form they take, they should be driven by two strategies. Digital Transformation Strategy 1: Utilizing Data for Continuous Innovation. Digital Transformation Strategy 2: AI Driven by Use Cases.

Advantage Communication Wins MVP Blogging Award

Advantage Communications

Advantage Communications , a top Canadian contact center that uses innovative new technologies to design superior customer experience strategies for its clients’ customers, has won an award for its “highly valuable” blog content.

The Upfront Agreement of Future Communication


He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication. Essentially, Todd asks his new customers to agree in writing that if there is ever an issue, problem, complaint, question – anything that impairs the customer’s experience – that they will communicate it with either Todd or another employee. Having that upfront agreement about how we’ll communicate has saved us so much heartburn.”.

Conquering CX Through Workforce Engagement

Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC

According to Gallup data, only 33% of employees reported they are engaged at work. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. Tune in to this webinar and learn how investing and focusing on employee engagement allows your company to increase productivity, retain top talent, and increase your customers' experience.

Why are Contact Centres Adopting a Digital-First Strategy?


This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. The importance of customer service cannot be understated.

Choosing your Customer Communication Channels in 2022


Choosing your Customer Communication Channels in 2022. Thirty years ago, customer communications were relatively straightforward. With so many channels available to communicate with your customers, how do you determine the right channel? What are Customer Communication Channels?

Top types of customer communication channels


Top Types of Customer Communication Channels. Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels. When considering adding a new customer communication channel, a company needs to carefully consider when, how, and why a group of customers would use a certain channel. These are all questions to keep top of mind when planning out your overall customer experience strategy.

Switch To New Channels For Effective Email Communication


The first step is to realize is that you’re probably not as good at communicating by email as you thought. Participants had to communicate by voice or by email. In both forms of communication they estimated about 80% of recipients would understand correctly. There are two important takeaways here: People were much worse at communicating by email. Why are we so bad at effective email communication? New channels for effective email communication.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Gratitude Grows Gains from Employee Experience Strategies


Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. Embedding gratitude in your business strategy for employee experience will benefit your organization on every level, every day. These employee experience strategy elements shape Ease of Work.

The art of communicating a crisis with your customers


How do you go about communicating this properly to your customers? Communicating throughout and keeping customers informed. And someone in the middle helping the two teams communicate. Communication between teams is such a high priority during a crisis that you can’t rely on email. Once you have the right people in place, the next thing you need is the communication strategy that allows you to tackle anything coming your way.

Gratitude Grows Gains from Customer Experience Strategies


Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day.

The power of flexible customer communications management deployment


The power of flexible customer communications management deployment. When it comes to enterprise Customer Communications Management (CCM) deployments, a ‘one-size-fits-all' approach is not pragmatic. The power of any-premise Customer Communications Management.

5 Digital Strategies that Increase University Enrollment


While digital recruitment strategies have levelled the field for some institutions, others may find it challenging adapting to the new landscape. 73% of consumers surveyed agree that live chat is the most satisfactory method for communicating with a company.

Customer Success Battle Scars: Communicate, Communicate, Communicate


Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate. In this post, I'll outline some approaches to ensure you are communicating effectively to your team and to the rest of the company.