Communication is key in the customer experience

This article was based on the interview with Eric Smuda by Mark Slatin for The Delighted Customers Podcast with Mark Slatin. Listen to the original episode here:

Communication is key in building a strong customer experience (CX), as highlighted in the podcast episode featuring Eric Smuda, Chief Experience Officer at Likewise.

Throughout his career in CX, Eric has emphasized the importance of communication in delivering exceptional customer experiences. From his early days at HP to his current role at Likewise, Eric has seen firsthand how effective communication can make or break a customer’s perception of a brand.

One of the key points Eric made in the podcast was about the importance of communication in CX. He mentioned that at Hertz, he was responsible for not only CX but also customer relationship management (CRM) and loyalty programs. This highlights his belief that communication is as important as the actual delivery of the product or service. In other words, how a company communicates with its customers can significantly impact their overall experience.

Effective communication in CX involves listening to customers, understanding their needs and preferences, and responding in a timely and personalized manner. This is where Voice of the Customer (VOC) programs come into play, as they provide valuable insights into customer feedback and sentiment. By collecting and analyzing customer feedback, companies can identify areas for improvement and make necessary changes to enhance the overall customer experience.

Furthermore, communication is not just about listening to customers but also about proactively engaging with them. This can include sending personalized messages, providing updates on products or services, and addressing any issues or concerns in a timely manner. By keeping customers informed and engaged, companies can build trust and loyalty, ultimately leading to a positive customer experience.

In the context of Likewise, a global leader in technology protection, effective communication is crucial in ensuring that customers have a seamless and painless experience when dealing with tech problems. As a behind-the-scenes provider of insurance, warranty, and repair services, Likewise may not be a household name to consumers. However, by prioritizing clear and transparent communication, Likewise can establish trust and credibility with its customers, ultimately leading to a positive CX.

Communication is a key component of customer experience. By prioritizing effective communication strategies, companies can enhance customer satisfaction, build loyalty, and differentiate themselves in a competitive market. As Eric Smuda emphasized in the podcast, communication plays a vital role in shaping the overall customer experience, and companies that prioritize communication are more likely to succeed in delivering exceptional CX.