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Pumping Up the Volume

Do you ever feel like your Customer Experience efforts are getting lost in the corporate clutter? A Fortune Magazine article in 2012 indicated the average email user gets 147 messages per day – that’s over 50,000 emails each year! Is it any wonder it may feel like your CX message doesn’t always connect?

I recently participated in a webcast which discussed how CX leaders need to face obstacles like cutting through the clutter, getting through to people, and handling the skeptics. To overcome these common obstacles we suggested five ways to “pump up the volume” on CX programs:

  • Brand it: Develop a branding strategy that leverages a program name, logo, or tag line to make your CX communications stand out.

  • Plan it: Invest the time in developing an ongoing communication plan that outlines key messages, audiences, vehicles, resources, assignments, and timelines.

  • Stand out: Be clever! (Ok, that’s easier to say than do). Look for out-of-the box ways to convey your message.

  • Recruit: Advocates are a great help in evangelizing your message.

That leads to the final way to pump up the volume:

  • Reinforce it: Be sure to reinforce the message by using multiple communications, using different communications channels, and repeating the key themes over and over and over again.

Use these methods to pump up the volume for your VoC programs!

Kitty Radcliff
Vice President, Consulting Services

P.S. Click here if you want to view a recorded version of the webcast.

About the Author

Kitty Radcliff

Kitty Radcliff

As a vice president of consulting service, Radcliff serves as the senior client service contact for assigned customer feedback engagements, with an emphasis on industry knowledge, research expertise and creation of valuable insights. Her current portfolio of client relationships includes both international and domestic companies in the high-tech, manufacturing, and financial sectors. Kitty’s largest accounts involve global customer satisfaction/loyalty measurement programs with survey activity occurring via the web in several dozen countries around the globe.

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