How can you create a customer communication strategy that stands out?

2 Define your goals and outcomes

The next step is to define what you want to achieve with your customer communication strategy. What are the main objectives and outcomes you want to accomplish? For example, do you want to increase awareness, engagement, retention, satisfaction, or advocacy? How will you measure your success and track your progress? You can use SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) goals to set clear and realistic expectations and align your communication efforts with your business goals.

3 Choose your channels and formats

Once you have your goals and outcomes in mind, you need to choose the best channels and formats to deliver your messages. You can use a mix of different channels, such as email, social media, blog, website, app, SMS, or phone, depending on your customer preferences and behavior. You also need to consider the format and style of your messages, such as text, video, audio, image, or infographic, and how they fit with your brand voice and identity. You can use a communication matrix or calendar to plan and schedule your messages across different channels and formats.

4 Create engaging and valuable content

The content of your messages is the core of your customer communication strategy. You need to create content that is engaging, valuable, and relevant for your customers. You can use the AIDA (Attention, Interest, Desire, and Action) model to structure your content and guide your customers through the stages of awareness, interest, desire, and action. You also need to use clear, concise, and conversational language that reflects your brand personality and tone. You can use storytelling, emotion, humor, or personalization to make your content more appealing and memorable.

5 Test and optimize your strategy

The final step is to test and optimize your customer communication strategy. You need to monitor and measure the performance of your messages, such as open rates, click-through rates, conversions, feedback, or retention. You also need to collect and analyze customer feedback, such as reviews, ratings, comments, or suggestions, to understand what works and what doesn't. You can use tools like A/B testing, surveys, or analytics to experiment with different variables, such as subject lines, headlines, images, or calls to action, and find out what resonates best with your customers. You can then use the data and insights to improve and refine your strategy.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?