Guide To Develop a Top-Notch Plan for Communicating with Customers__1
Why is developing a Customer Communication plan important for Teams?
Planning and action require two different parts of the brain. Taking the time to plan what you want to say before taking action reduces the risk of miscommunication or forgetting something important.
Additionally, you don’t want to spend time on detailed planning sessions when everything is already chaotic, such as during a crisis or product release. If you already have a plan in place, you can take action right away. By making everyone’s roles and responsibilities clear, everyone can take control of their time.
Having a customer communication plan also ensures consistency across your organization. Your customers will hear the same response whether they’re reading your email, talking to your support team, or following you on social media.
Finally, having your plan in writing allows you to reflect on what worked and what didn’t. Once the event is over, compare the expected results to what happened and make incremental improvements to improve future customer communications.
How to create a customer communication plan?
1. Check what materials are already available
The first step in any journey is comprehending where to start. It’s the “I’m here” star on the hiking trail map (or the shopping mall map, if you prefer!). You can avoid extra work by stocking up on resources that are already available. Additionally, it helps ensure you cover all the bases and cover all the people you need to reach. The queries you should ask yourself are:
· What documentation already exists?
· What channels are you already communicating through?
· What departments or employees can support you (e.g. social media team, branding, email marketing, etc.)?
· What assets can I use?
· Where do your branding, style, and tone guidelines come from?
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2. Identify the purpose of your communication
Summarize the main objectives of your communication plan. What message do you want to express to your audience? What action do you want them to take? Understanding the purpose of your communication will determine how you plan and execute it.
For example, imagine you’re announcing the release of a new feature to your customers. Goals you can set for yourself include:
· 30% of all customers try new features in their first week.
· The social media post was viewed by 3,000 people in the first 48 hours.
· Our customer satisfaction rate for all customer service inquiries is 95%.
3. Define your Target Audience
You may already have a target audience for your marketing or product campaign. However, each specific customer communication plan requires further adjustment. Are you targeting active users? Is this feature available for all plan types? Do you have prospects or leads in your audience?
Depending on who you choose to target, you can refine your message and the channels you choose to communicate.
To know more about Ccm, we would like to learn how your organization navigates complexity and how much control you would like to give your business users over-regulated or marketing communications, from creation, management, personalization, targeting, to delivery and access to reporting. Visit our website…
