Millennials have strong opinions about how they want to interact with their brands of choice – and with this group now comprising a large segment of both customer base and revenue, this demographic cannot be ignored. Better yet, they can teach us a lot about the importance of a customer-centric approach.
It is an interesting time in the customer communications management space. Today, customers are demanding more. They expect more personal, more relevant and more timely interactions, and they expect these interactions to be two-way and continuous across channels.
Your customers don’t want to be communicated to, they want to communicate with you. They want to have a conversation. These increased customer expectations, combined with an explosion of communication channels, presents a challenge and an opportunity for businesses.
The customer isn’t just always right, the customer is in control! Today, customers expect an incredibly high level of service, and they also have the power to publicly share their opinions about that service with the tap of a finger. This can be a challenge, for sure, but it can also be an incredible opportunity.
Treat your customers as individuals. Deliver messages that are highly personalized and relevant. Consider the recipient’s channel of choice. These are just a few pieces of advice that we gathered from industry thought leaders and our own customers and partners as we developed our latest whitepaper The 10 Things you Must do in 2018 to Have More Meaningful Customer Conversations.
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