Establishing the Need for Clear, Effective Communication

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Customer Engagement
Customer Experience
With all the channels cable and satellite TV companies provide, we still find ourselves desperately searching for something to watch. But when it comes to the number of communication channels available today, there always seems to be something going on.

With all the channels cable and satellite TV companies provide, we still find ourselves desperately searching for something to watch. But when it comes to the number of communication channels available today, there always seems to be something going on.Whether we're walking through the mall, cleaning out our inboxes, reading our Twitter feeds, or exploring the Internet, we are constantly inundated with advertisements and brand messages. Yet, when we make the attempt to reach out to various companies on our own, the channels can become rather hard to navigate. We often encounter uneducated sales associates, slow response times, and ill-informed call center representatives, causing us to question our loyalty. Many companies, however, fail to address the problem internally.

If companies hope to communicate clearly with their customers, they must first learn to communicate effectively within their organization. As Tim Padilla, principal consultant at North Plains highlights, the key to driving workflow between departments lies in the ability to collaborate within the company. By keeping employees on the same page, businesses can then regularly update those customer-facing associates in the field with real-time information. Such emphasis on keeping things current allows companies to cultivate relationships grounded in reliability and trust.

When faced with an issue, the average customer looks to resolve the problem as quickly as possible. But when you find yourself involved with a company that cannot trace your steps, you find yourself bouncing from associate to associate, or representative to representative. However, as most will agree, phone tag has never been anyone's game of choice. And, with so many businesses looking to embrace real-time analytics, there does not seem to be a better place to start than right within their very own infrastructure. By learning to communicate with other departments, employees will then have the data to connect with customers on a personal, relevant level.

EXPERT OPINION
EXPERT OPINION