2020 has revealed new aspects about the economy and the relationship that businesses form with their clients. One of these revelations, increasingly evident over the last decade or so, is the correlation between the customer experience and key business metrics.

2020 will long be remembered thanks to the COVID-19 pandemic. The continual outbreaks have already imposed a massive shift in our societal interactions and operations: families unable to visit their loved ones in nursing homes or hospital; school’s transitioning from classroom-based to virtual learning; and holiday shopping basically moving entirely online. These are but just a few of examples of how the changing world that has become our ‘new normal’.

Human communication has been a vital aspect of society since the beginning of time. Even before written languages developed, tribal societies developed an iconographic form of communication depicting their primitive versions of verbal communication. In today’s business, personal, and professional relationships, communication is the essential ingredient to creating successful and long-lasting connections.

In a recent blog post, we covered the top 2020 customer communication management (CCM) trends. Now after some retrospection, here we will expand on these ideas to help you capitalize on those previous trends and highlight what to avoid in the coming new year.

In the last decade or so, businesses have made major changes in the way they operate. With the rise of the Internet and the information age, consumers suddenly wielded more buying power. As the company-consumer power dynamic shifted, so did the way companies approached customer communications.

Developing a highly efficient customer communications team that delivers a top-notch customer experience with minimal error takes time, planning, and forethought. That forethought should include developing a comprehensive customer communication management (CCM) strategy with the goal of benefitting the overall customer experience (CX).