Corporate Communication and Customer Satisfaction

How would you feel if people wanted to do business with your company because your company had a great customer communication and service program?

When companies are looking for an edge to compete there is one area that is obvious in today's business world that can be improved on that will make the difference in being more successful. That edge is Corporate Communication and Customer Satisfaction.

Companies often look to the "outside" for how they are going to make more money. What is the next new product we can make, how can we do this or do that, or how can we make it look like we are making more money. A business truth lies within. Companies can significantly improve their business by being more effective at what they already do.

No matter how good of a product or service you have, or if your marketing and sales strategy are just "golden"...

• If you do not have an effective customer communication program and give attention to your customer relations you will lose business.
• If you do have an organized and effective customer communication program and give attention to your customer relations you will gain in business.

"In business as in life, the message you leave behind is far more impactful and lasting than the circumstances under which it was initiated." Al Caldwell

Your good or bad communications effect the areas of - accomplishment in business, customers, employees, profitability, and investors. Customer communication problems represent some of the most important business issues today because it is an area that has such significant repercussions on the future of your business and its profitability.

Lets look at some examples of existing problems...

Those areas that your good or bad communications effect (your accomplishment in business, customers, employees, profitability, and investors) are the same areas of opportunities to improve your business.

In today's competitive business environment there are distinct communications areas that corporations can address. Some of them are:

1. A consistent customer business message. Having a consistent complete customer service message from each employee for best customer communication.
2. An effective program for customer care management. How to manage your customers, as well as your employees time, to the best advantage.

The benefits of excellent customer communication include:

• Improved customer satisfaction.
• More effective employees.
• More constructive use of employee time.
• Better customer retention.
• A means to attract new business.
• A more respected company.

Here are some communication problem examples from major institutions in the financial industry. They are shown in three categories: over management, under management, and no management.

Example: Over Management -

A customer was coming off of a payment program. A slight over limit balance was on the account. It was weeks before the payment due date. The credit card company kept calling the customer every couple of days for a payment that wasn't even due yet.

Lost: The customer was outraged by the continued unnecessary harassment by the company for something that wasn't even due yet.

Example: Under Management -

The due date on an account payment plan was set up with a due date of the 14^th of the month. Actually the payments initially needed to be received by the end of the previous month. The customer was not told this and discovered the actual due date to keep their account out of jeopardy by accident.

Lost: Trust in the company and interest in doing business with the bank.

Example: No Management -

The significant 23-year customer of a major banking institution had an account that needed a revised payment plan. The customer tried to communicate with the bank to make an arrangement without success. There was no communication from the bank to the customer for many months. The bank finally decided to try and contact the customer to address the account. They called the customer and reached an answering machine where they could leave a message. The bank called the customer several times, but did not leave a message that they called. The bank then took all of the money owed to them (almost $27,000.) from another account the customer had with them... without notifying the customer. The customer is ending the 23-year relationship with the bank.

Lost: The next 23 years of business and profits as the customer does business with a bank that communicates with and respects the customer. Not to mention how many people the person will tell about their bad experience with the bank, over the next 23 years.

"The repercussions of an ineffective, poorly managed company communications program can alienate and be potentially seriously costly to customers… and your company." Al Caldwell

Most of the above examples could not be labeled mistakes, and none of them could be labeled mistakes in the light of better communications programs. All of these examples show the opportunity for companies to improve on their communications programs, and... the opportunity to improve the companies profitability from within by becoming more effective at what they are already in business to do - service their customers.

"Excellent customer service and communication programs can make companies stand out with their customers and employees, stand apart from their competition, and stand out as accomplished in the business world." Al Caldwell

What should customer service do for customers? Service the customer, yes, but...

Think about the goals of customer service. They are not just about servicing the customer and retaining them. It is also about providing a strong program that attracts new customers. Your customer service program is actually about marketing and sales and increasing the profitability of your company.

The area of customer care offers a valuable source of positive company experiences for customers and a valuable tool for generating business that can work for your business development.

Customer care communication problems exist for companies through ineffective communication programs, and through a lack of perspective about what can be achieved with the process. Customer care communication problems can be improved through the perspective of what can be achieved and implementing the changes. Caldwell Corporate Business Development can evaluate your customer service program and its delivery and recommend positive changes.

"Becoming more effective at what you do is a cost-effective way to improve business results." Al Caldwell

People want to be on a team that is winning, not losing.

Ineffective employees cost companies money in the form of wasted hours on the job.

Employees that are effective benefit your business through a team effort producing accomplishment and success.

An effective customer service communication program sets the stage for the benefits of accomplishment and effective team effort for the employees servicing your customers. The result is more satisfied customers, which generates greater profits.

"You can upgrade your employees work performance and experience by improving their effectiveness." Al Caldwell

To often we can miss the obvious. Companies not having an effective customer message and communications program miss the "positive pay-off" and pay for it in "negative pay-off".

"Positive pay-off" includes effective communication programs that keep customers satisfied, attract new customers, produce effective employees, and generate a gain in profits.

"Negative pay-off" manifests in the form of unhappy customers, unproductive employees, and the loss of customers and profitability.

It is important to think out this area of your business. It has serious consequences regarding your being effective in achieving business results.

If communication programs were looked at with some perspective the pit falls would be realized and it would be seen that there are more effective ways to address customer relations that would gain improved results.

If companies do not take the initiative to assess and resolve customer communications programs issues the result is a "shortsighted route" in business development.

The "shortsighted route" will not win out over the "effective route" in the long-term. Imagine your company taking the ineffective route. Imagine your company taking the effective route. Which one works?

"Improve your company from within and you will create improved business results without." Al Caldwell

What do we know about people and companies?

People would rather have great service than bad service. People want to be respected rather than disrespected. Your company's employees, customers, and investors would rather see a productive positive business.

The company that will gain the most is the company that provides - what people want. The company that will be most effective in giving people what they want is the company that has a customer care program that gives customers excellent services and respect. New idea? Many would not think so, however many companies do not do this... and those many companies suffer in business for it.

Which company will gain in business - the one having the great customer service program or the one that dose not?

The addressing of corporate communications can pay off as a cost-effective investment in your company performance in terms of business effectiveness, and marketing and sales results.

Corporate communications problems can be solved for companies through the evaluation of the current customer programs for opportunities for improvement, and the establishment of effective communication programs.

Caldwell Corporate Business Development can provide the perspective to evaluate your existing customer service programs, and deliver a comprehensive communication plan.

The results you will gain from changes like this can provide for:

• More satisfied customers.
• More effective employees.
• A means to attract new business.
• Greater company effectiveness, efficiency and profitability.
• A high company recognition in business.

Ask yourself...

• How would you feel if people wanted to do business with your company because your company had a great customer service program?
• How would you feel if your company was more effective in business and more profitable?
• Would your company rather be recognized for what it does for its customers and employees, or for what it does not do for its customers and employees?
• What would your customers, employees and your investors say if your company were regarded as the outstanding effective company in its field?

An improved customer service communication plan will provide your company with a powerful program to have and retain satisfied customers, win you new customers, help your employees to be more effective, and build outstanding company recognition in your trade.

Addressing Corporate Communication and Customer Satisfaction is one example of improving organizational development, as well as marketing and sales for companies. Caldwell Corporate Business Development creates strategies and programs for corporations to improve their business results.

Please feel free to contact Caldwell Corporate Business Development for a meeting to discuss your needs and their solution.