Communication is a key theme in customer experience, also known as CX.
Yet some organizations still believe it’s scary to communicate with their customers.
Confirming problems and issues means you actually have to do something about them, you have to fix them, to let customers know you heard them and are addressing their problems.
But communicating with customers drives trust and helps to ensure they realize your organization is serious about accepting and acting upon customer feedback.
For example, one financial services company sends out surveys to all new customers and existing customers with new service offerings requesting their immediate feedback. This helps to ensure that customers who are dissatisfied or who had a poor experience are identified in real time, with “red flags” mitigated quickly. An action plan is formulated by the account team for immediate follow up.