Check out this insightful piece from Senior Vice President for more on how maslansky + partner’s “4 Ps” can transform everyday communications into the secret weapon of customer service, with some fantastic before-and-after examples of how to do customer comms right.
Check out VP Maria Boos’s quick, sharp review of AT&T’s crisis response messaging after the service outage: what they did right, and where they went wrong by not focusing on four classic crisis communications principles.
Check out this piece by Senior Vice President Maria Boos on tips on how to master the art of announcing unwelcome news.
In this episode of HearSay, Senior Vice President Maria Boos shares her insights on the impact of customer communications, why so many companies struggle to get them right, and how to make them work for you, not against you.
When you bridge the divide between marketing and transactional communications, the opportunities multiply. Good customer communications not only allow you to consistently deliver on your brand promise, they can also deepen customer relationships and reduce service costs. Done right, there are no more “necessary evils.” All communications can help build your brand and drive business results.
There are two words you should never use in your customer communications. Avoid them, and you can increase loyalty and retention. Use them… and you might lose a customer for life.
