Archive for December, 2010

Customer communications are becoming a make-it-or-break-it aspect of businesses as technology proliferates and is increasingly adopted by consumers across a wide spectrum of industries.

"It's technology in its broadest sense that has empowered the consumer ... They have total choice in every category. They like the power they have and they use it. Sellers today live in a glass house ... They must retain customers, generate repurchases and advocacy for your firm and improve prospects to customer conversion," Business News Daily reports.

In 2011, the news source predicts that companies will see success based on how well they communicate with their clients and consumers. One of the biggest trends companies should be on the lookout for come the new year is simplicity.

Giving consumers heaps of complicated choices and technologies may not be the way to go. Nancy Michaels, CEO and founder of GrowYourBusinessNetwork, says that consumers want things that are fast and easy. They want quick responses to problems and proactive help.

The price of ignoring customer experience is high. According to Customer Think, the revenue impact from a 10 percentage point improvement in a company's performance could be in excess of billions of dollars.