Customer Engagement

4 Steps to Break Down Siloed Communications

By 2020, 85% of consumers will manage their business relationships without ever speaking to a human. Learn how to create more engaging content.

Today’s customers are so connected, mobile and informed that, by 2020, they will manage 85% of their relationships without ever speaking with an actual human. What does this mean for companies? It is now a business requirement to listen to consumers across every touchpoint – from mobile to Web and beyond – to ensure a successful customer engagement strategy.

The challenge is coordinating the customer interactions and information. Not only is there a flood of new customer data arriving each day, but many businesses find their organisational and technological silos stop any progress in its tracks. Silos cause a lack of information flow and an inability to coordinate decision making between different areas of the organisation, which negatively impacts the customer’s experience.

Companies must break down their silos to develop effective strategies for unifying their customer communications across the organisation. A unified view helps businesses create more relevant, more engaging and more consistent customer experiences across every touchpoint.

Relevant communication can cement an emotional bond for the customer and, in turn, can deliver tremendous business results. How can companies move toward more open communications across the organisation? Here are the keys to breaking down barriers and fostering successful customer engagement:

1. Establish a Unified Voice

Learn to speak to customers in a single voice across all channels. Companies must understand customer preferences and their preferred delivery methods, and deliver in those mediums.

A unified voice improves response and the overall customer experience. These improvements can help fuel profitable growth for the business.

2. Track Customer Data Effectively

Sustainable business growth relies on the company being able to understand customers and knowing what it takes to attract them. By leveraging and organising the right data sources – social information, location, transaction data, and demographics – businesses will be able to understand their customer’s “Moments of Truth.”

By tracking customer profiles to compare and analyse their lifestyles and purchase behaviours, businesses can optimise their marketing strategies and increase sales. That’s good news for every area of the organisation while delivering a personalised experienced to keep customers engaged.

3. Customer Preferences

Siloed communications lead to customer churn. People expect a business to know their preference, especially if they have opted in and taken the time to spell out the correct method and content for communication. Imagine such a customer receiving communication from your business that he or she is not interested in. Picture the frustration as they elect to not receive this again, and opt to stop following your company or product entirely.

Companies must remove internal information barriers to understand customer preferences – from their preferred delivery methods to their interests – and learn to deliver in that medium and with that message. If you can learn how customers prefer to engage with you and leverage those interactions, you can help keep a customer for life.

4. Break It to Build It

There is nothing more powerful than an organisation where every employee is on the same page. By uniting efforts and goals across the organisation, businesses can build a stronger customer engagement strategy and, most importantly, keep all their customers happy and coming back for more.

View more information on Pitney Bowes’ customer engagement solutions and see how you can encourage customer engagement by breaking down business silos.