Communication is absolutely everything, especially in today’s remote climate. If you don’t have excellent communication skills and understand what your customer needs are, even the best marketing strategy will fall flat. To meet the needs of today’s changing customer and keep up with the evolving trends like video conferencing, virtual events, and online learning, you must take the time to educate yourself – and your team – about what customer experience works.

Throughout 2020, we’ve seen an incredible surge in the number of remote workers, thanks in large part to the pandemic, of course. In 1995, just 9 percent of U.S. workers were telecommuting, but today approximately one-third of the population works from home. Although it is difficult to predict how these numbers will vary in a post-pandemic landscape, many enterprises have already made the call to give employees the option to work remotely once COVID-19 is in the rearview mirror. Gone are the days of fancy office buildings and in-person meetings; we must learn to embrace the next normal of remote work by improving communication and overall customer experience management.

Customer Experience Matters.

According to a recent digital trends report, B2B companies say customer experience (CX) is the most important, beating out content marketing, video marketing, and social. Here are a few tips to help take customer experience strategy to the next level:

  • Reply to customers promptly with a friendly, uplifting tone.

  • Respond to negative reviews and unhappy customers.

  • Leverage a two-way communication channel, such as a social messaging platform.

  • Learn how to communicate with customers on different platforms.

  • Build customer relationships through live chat, virtual events, and more.

  • Always answer phone calls with a good tone and greeting.

  • Minimize hold times for incoming callers.

  • Make listening to your customers your number one priority.

  • Use customer feedback to learn more about what your target audience is looking for.

  • Personalize your content and delivery.

  • Offer virtual services for next-gen customer satisfaction.

The survey mentioned above also found that 86 percent of buyers say they are willing to pay more for excellent customer experiences.

The bottom line? The more time you spend honing your communication skills and focusing on customer service, the greater chance you will have to retain happy customers who won’t think twice about promoting your brand. Loyalty is absolutely everything. Learn how video conferencing and other digital tools can amplify your voice and let us help you today!