Communication Is King in Business: 5 Tips to Help Develop an Effective Customer Communications Strategy

I recently spoke with a frustrated CEO who shared with me that his company has lost their edge. He elaborated by describing that when producing proposals, agreements and other client facing correspondence, their response time was long, inconsistent and at times, inaccurate resulting in poor overall communication. But like in any successful relationship, good communication is key.

Take IBM as an example. In an article published in the Economist, it suggested that IBM’s success was due more to its strong customer relationships than with its products. The fact that this large organization has always kept up regular communication with its customers has been essential to it’s success.

Here are just a few tips to help develop an effective communications strategy for your business:

1. Audit the type of documents and communications your company sends out – This will help centralize and track your communications guaranteeing consistency.

2. Recognize opportunities – What is the purpose of the document going out? Can you supplement with additional pertinent information? Identify different strategies and seize opportunities to educate, collect more data and upsell.

3. Communication channels – Identify the different ways your customer likes to receive documents and communications. Content will dictate whether its received by email, SMS, social, website, print or a combination if these channels. Understanding the preferred channels of your customer improves response time.

4. Effort to implement – Empower novice business users to create, manage and publish templates with a simple template designer with familiar user interface. But for advanced designers the flexibility to create templates with complex conditional logic. Intelligent templates are data-driven with built-in business rules and capable to leverage data from any core system or combination of systems.

5. Define measurable goals and strategies – Each interaction and customer engagement is an opportunity to better understand your customer. Data analytics will help design data-driven communications that can influence cross and upsell opportunities.

If you found this post useful and would like to learn how companies like yours are implementing a customer communications strategy, contact me at

Catch my next post reviewing my trip to Microsoft Inspire 2017 in Washington, D.C.

To stay on top of leading customer communication expertise, follow Xpertdoc and Eric Batangan on Twitter: @xpertdoc@EricBatangan

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc