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Consumers only trust companies with which they have consistently positive experiences, or those who proactively resolve issues should they have a complaint.
- The way you communicate with your customers, whether in person or via phone, social media, email or text message, all matters in the aggregate.
- Since various members of your team will speak with customers at different stages of their journey, it’s important that your entire organization is trained on the proper way to communicate with customers.
Over the past decade, new channels for communicating with customers have arisen. In addition to in-person and phone interactions, most brands also connect with customers via social media, text message marketing, web-based live chat, email marketing and even direct mail.
While these channels encourage more open communication with customers, they also present the challenge of managing multiple communication channels. If used correctly, however, these platforms can improve customer communication.
