By Neil Greathead, CCO of Smart Communications
I am thrilled to join Smart Communications with a focus on enabling our customers to be successful in advancing their digital transformation efforts and more efficiently deliver incredibly meaningful customer conversations.
There couldn’t be a better time to join this amazingly talented team, and I’m excited to be a part of the journey that is revolutionizing the way enterprises communicate with customers. This year is shaping up to be one in which a significant number of enterprises, particularly those in highly regulated industries, take a giant leap toward more modern customer communications programs. Why is this so important and why is now the time? Treating customers as valued individuals and delivering personalized experiences is now a must, unless you want to risk losing them.
Listen, Adapt and Deliver
Last year, a Smart Communications’ survey revealed that 63 percent of customers are likely to switch vendors that do not meet their communications expectations. Clearly, we’re at a turning point when it comes to the way we must communicate with our customers. Businesses no longer have a choice as to whether to consider customer needs and preferences. If you keep your customers happy, they can be extremely valuable to the overall growth of your business. According to Edelman, customers that continue to support your brand over time will spend 67 percent more than new customers. However, to exceed customer expectations, businesses will need to adhere to continuously evolving communication preferences and trends in today’s digital age.
Providing a Rewarding Customer Experience
As revealed in the recent Forrester, Now Tech: Customer Communications Management report, the key to providing a more rewarding customer experience is to truly understand each customer— to know where they are in their journey, what they are struggling with, and what channels and devices they prefer. It’s not enough to simply assume you know what a customer wants. You must ask them. And then use the information you collect to enhance their experience.
Getting SMARTer About Customer Communications
- What steps are your organization taking today to strengthen your customer relationships tomorrow?
- How well do you truly know your customers’ desires and needs?
- Are you reaching them on the right channel, at the time they prefer?
- Do you want to breakdown internal silos to deliver a seamless communication experience?
If your organization hasn’t reviewed its customer communication strategy in years, it’s time for a revisit. And if your legacy system can’t deliver, it may be time to migrate.
Smart Communications is 100 percent focused on ensuring you can deliver a customer communications strategy that exceeds expectations, while also improving ROI. We are particularly well-positioned to do this given our long history delivering cloud-based solutions and our unique Conversation Cloud framework, which helps enterprises easily integrate our solutions with other key pieces of your technology ecosystem.
If you are not sure how to move forward, please reach out to us at [email protected], we want to help you deliver the best possible customer experience through your customer communication strategy.
Our next customer event is INNOVATE US 2019: Digital Transformation Made SMARTer which will take place this May in Miami. I hope I have the opportunity to meet you so that together we can continue the discussion and #ScaletheConversation.
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