Gain a Global View of Customer Communications

Summary

Eric Holtzclaw, Chief Strategist with PossibleNOW, discusses the initial steps they take when helping companies understand how they communicate with their customers across the enterprise. One crucial step involves building a communication matrix. This matrix assesses what communications are produced by different business units or lines and identifies the channels used to send these communications to customers.

This universal overview allows companies to see when customers receive correspondence and where efficiencies can be improved to enhance the customer experience. Establishing a communication matrix aids in listening to customers more effectively, collecting information about their preferences and needs, remembering what they communicate, and responding accurately.

For detailed guidance on how to construct and apply a communication matrix to your company, Holtzclaw directs viewers to check out the resource center.