Rubuss Team

Customer perception of operational communication

Customer Perception of Operational Communication

In December, we conducted a customer survey which focused on post-sales customer communications and experience. The bills, statements, letters and general correspondence a customer receives after they’re bought, and which often don’t get the attention they deserve. We asked a broad range of customers what they felt, and how they perceived this communication. Below are a …

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Information gap for customers

The information gap in customer communication

If you customers don’t “get” your communication you’ve probably got a case of information asymmetry. Businesses tend to be well aware that happy customers mean healthy profits, but too often, this  doesn’t translate into the quality of their customer communications. Customer facing information often suffers from lack of simplicity, clarity and sometimes even from inaccuracy. Befuddled, …

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