customer communication management

Communication in customer complaint

Reduce customer complaints through better communication

If you want to reduce complaints and improve customer satisfaction just change the way you’re communicating with them. If you want to reduce complaints, improve the way you communicate with your customers Want fewer complaints? Change how you communicate – at every stage of the process. Businesses are starting to realise how they communicate with complaining …

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Objectively measure communication

Objectively measuring your customer communication

Why you need to measure your customer communications Over time, organisations build up huge libraries of customer communication. New material gets produced. Old material gets adapted (and adapted and adapted). Customer communication has a habit of just growing quietly in the background. There’s often little strategic direction – material just gets produced to meet tactical needs. …

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Micro-experiences in customer journey

Micro experiences and two-way customer communication

While wrestling with some clothes in a changing room my eye was drawn to some small graphics about the care and attention this business put into making its products. Beautifully art directed, fantastic copy — they stopped me in my tracks and I wanted to share them. I’m a sucker for subtle, thoughtful communication — …

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