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When your company takes on a merger or acquisition, you may see great opportunities, but you should also keep a sharp eye on how the transition affects your customer experience. With all the challenges of change–how do you retain customers and strengthen brand loyalty so you can capture the full value of the deal? In [...]
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Do your customers embrace you as an ally? …or tolerate you as a necessity? Think about an industry such as financial services. Most people need to rely on banking to manage and grow their money, because at some point the hiding-it-under-the-mattress strategy doesn’t scale up. But for many customers, banking isn’t fun or inspiring; it’s [...]
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What information do clients want from their financial advisors? Recent publications and common sense say that it’s more than reports, charts, and graphs. 1. Clients want to know how the reporting they receive relates to their personal situation and goals. That’s why Rockland Bank “provides ‘road map’ reports that track the client’s portfolio from the [...]
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As we mentioned in Best practices for writing to customers – Part 1, one of the most effective ways to build brand loyalty is through communications that quickly and easily help your customers get what they need, when they need it –and feel great doing it. Flowery praise isn’t enough; your messaging should reflect you [...]
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In today’s highly competitive business world, winning brand loyalty is not only a primary goal, it’s mission critical –and that means consistently providing an exceptional customer experience. A big part of that is in your communications. Are they clear and concise? Can customers quickly understand what to do, or do your service letters launch into [...]
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When was the last time you received a really compelling business communication? Considering the volume of email, letters, instant messages, and more that compete for our attention every day, it’s not surprising that your customers may miss an important message from you. Every business wants to create well-written communications that stand out, but they often [...] |
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