Even when your brand is doing great, refining your customer communication management (CCM) strategy can help you sustain your growth by building a strong customer loyalty.

In this round table we will discuss five ‘best practices’ for building an effective communication strategy:

• Use the right communication channels - customers want to hear from you and speak to you through convenient, non-intrusive channels like SMS, live chat, and social media.
• Personalize your communications - your customer communication strategy must aim to personalize every interaction.
• Follow up with customers - When you want to keep customer engagement high, your CCM approach needs to include a follow-up process.
• Reduce response times - boost your customer communication by adding automation to your strategy.
• Be human - Be straightforward and transparent as you communicate, so customers know your word is one to trust.