Customer-Centric Communication

Your customers have different preferences about how they prefer to communicate. Some would rather talk than write. Others would rather write than talk. Yet others have very higher response rate to text. No surprises here!

But what do you do about it? The answer is very simple, but not very easy – embrace ‘Customer Centricity’ whenever you communicate. Go where they’re at. If that customer you’re dealing with – and by now you would know – prefers contact by email, do so. If they prefer voice mail or phone conversations, then communicate with them that way. So, ask for communication preference early in each relationship and follow through accordingly.

Like I said, it’s very simple to use their preferred method rather than your preferred method. It’s just not easy because it may take more time. Let your results indicate if embracing ‘Customer-Centric’ communication was worth your investment.

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