The landscape for businesses is becoming more fast-paced, high-tech and competitive with each year. Customers are expecting personalized offerings based on their interests, customized experiences based on their preferences and efficient service delivery on their terms. They want to resolve problems with a simple phone call… or by sending an email, or online chatting. Solutions should be available quickly and without the expense of much effort.
Whether it means expanding the social networking team to ensure every post on their Facebook page is responded to or taking a closer look at the User Experience to optimize navigation of their website, more and more businesses are putting processes in place to meet the increasingly high demands of customers. And theyre not only doing this to ensure business growth ? businesses are taking these steps to safeguard their survival. These businesses understand the importance of keeping customers happy. They know that serving the customer as the customer wants to be served produces a boost in brand appeal as well as the bottom line.
Reaching customers through the right channels and having a user friendly website may make it easier for the customer to connect with your business ? but how is your business doing once the customer actually connects; when interacting with the customer?
When the customer received a response to their support ticket did it make them feel relieved or stressed, and did the email campaign you just sent out provide just the right amount of information or discourage recipients with too much?
Unless you know the communication style of each customer you wont be able to answer these questions. Think about how technology can help you solve this problem by identifying the communication style of each customer and employee across the business to deliver an automated process for customizing the customer experience and increasing customer engagement.
The benefits of having this behavioral data about your customers are many, but here are some of my favorite reasons for understanding customer communication styles:
- Knowing the communication style of customers allows for automatic segmentation of your lead and contact base.
- One size fits all may work sometimes but custom-fit is preferred always.
- You can say goodbye to guesswork because workflow guidelines for each of the 4 communication styles have already been uncovered.
What are your top reasons for understanding customer communication styles?
If you are a current Salesforce CRM customer,?Communication DNA is also available in the?Salesforce Appexchange.
Leon Morales ? Vice President, Relationship Management Solutions
Specializing in financial services and human capital solutions, Leon uses behavioral intelligence to help businesses navigate human differences to unlock performance potential. DNA Behavior helps grow behaviorally smart businesses worldwide to increase competitive advantage using the most reliable behavioral discovery and performance development systems on cutting-edge technology platforms.