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It’s time to improve consistency in your customer messaging - but where to start?

Published on 22 May 2019

It’s time to improve consistency in your customer messaging

Organizational teams tasked with overseeing customer experience (CX) have many channels to manage –  a key one being digital communication. While a business’s communication management is typically siloed into functional areas – such as billing, payment, operations and marketing; the customer experience takes the shape of a journey that cuts through these siloes.

The customer doesn’t care that a promotional message is sent by sales, an on-boarding message  by marketing and that their bill is sent by finance. They are engaging with your brand – and they expect the milestones and touchpoints in the journey to be coherent.

As a business grows and matures, customer journeys can become fractured by inconsistent communication.  With the increasing importance of customer experience as a differentiator, it’s imperative that organizations align all communication to create a positive and consistent CX.

Watch a short snippet from our webinar to help you get started on improving your customer messaging:

Our experts opinion:

Getting where you want to be (consistent, valuable customer communication), requires a full understanding of where you currently are.

Completing a messaging audit will help you to:

  • Create a visual representation of every message – welcome emails, newsletters, bills, confirmations – put them all up on a wall or digital board
  • Note where these messages are consistent in salutation, tone, design and where differences might fracture the customer experience  
  • Assign communications to buckets – such as billing, payments, marketing and operational – in order to prioritize fixing the most frequent
  • Identify missing communications that might create gaps in your customer’s experience

 

Elizabeth Stephen

Elizabeth Stephen

VP of Customer Engagement, The Americas

Need help ensuring your customer messaging delivers a fracture free CX?

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