In today’s business environment, companies are looking for more ways to improve their performance. Customer experience (CX) is increasingly becoming one of the most important areas to focus on. CX is key for creating long-term customer relationships and building up brand reputation.
According to Gartner, CX drives over two-thirds of customer loyalty, which is more than ‘brand’ and ‘price’ combined. However, having a good CX offering alone isn’t enough to increase customer loyalty and retention, unless you communicate it successfully. This has become even more crucial during the double dip recession as a result of COVID-19.
Public relations and comms are key when it comes to communicating your business’ success stories. It builds momentum and excitement around the news you are relaying. So, how can you efficiently communicate your CX offerings and consistently build your brand through PR and comms?
We’ve put together 4 top tips on how to communicate your CX offerings through PR and comms.
- Understand Your Target Audience
Are you clear about your target audiences and what their specific needs or challenges are? Investing time to ensure a clear understanding of customer demands enables you to focus on promoting the relevant solutions you provide in your messaging and news. This will enable you to go above and beyond customer expectations, reinforcing to prospects that they can come directly to you to minimise or fix their issues.
- Be Consistent in Brand Messaging
Everything from your press releases to your other communication strategies, such as social media posts and emailers, should all convey the same messaging that reflects and reinforces who you are, what you do and how you can help. Having a consistent brand message is crucial for any company that wants to build recognition, trust and loyalty at every stage of the CX journey.
- Create a Compelling Narrative
With the various channels of communication in the media today, there is a huge opportunity for your business to build a strong online presence. Whether it’s through customer testimonials or a new partnership, your PR and comms team should always be demonstrating value with content that conveys a compelling story around your business.
- Amplify Customer Successes
Promoting your customer successes through PR should be at the forefront of communicating your CX. It enables your business to amplify a positive message quickly and efficiently and proves that you provide action as well as value for your customers.
If you are looking for a way to communicate your CX offerings, Ilex offers PR and communications support to amplify your brand messaging, enhance your content creation and build up your brand reputation. Get in touch today and book a meeting.
