This post is one in a series designed to help SME businesses benchmark their business and create a best practice business improvement plan across all of their business processes.  You can find the links to the full series here.  

image of embossed gold card on white satin addressed to dear customer representing best practice customer communicationToday’s customers expect personalised, relevant communications that are available in real-time and accessible through the channel of their choice.

These interactions can happen through a widespread range of media and output, including documents, email, Short Message Service (SMS) phone calls, in person meetings, social media channels, video streaming, podcasts and Web pages.

An effective customer communications process results in reduced customer acquisition costs, increased client retention and maximised lifetime value of each customer.

How does your business measure up?

Here’s a checklist to help you determine how well your business meets this benchmark.

  • We have a documented customer communication process customised to leads and clients at each stage in the buying cycle
  • We communicate with every lead and client at least once a month.
  • We reply to all enquiries within 1 business day
  • We keep our clients up to date about what we are doing for them and if there is a problem. We do NOT wait for them to call us
  • We include customer communication performance indicators into the job description of every staff member.
  • We personalise our communication strategies and communication content to best meet the communication preferences and needs of our clients and leads.
  • We document customer feedback and customer experiences to create customer case studies and stories which we share with other customers and potential customers as part of our customer communication strategy.

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