Best Customer Communication Tips to Increase Brand Loyalty

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Why Customer Communication Is the Key to Business Success

Customers are at the core of every business. If you develop clear customer communication strategies, it’s more likely that you will build lasting relationships with them.

We all know that repeat business generates more income than acquiring new customers, and we want to give you the communication tips to cultivate meaningful customer relationships.

We are exposed to hundreds of messages daily. While roughly 306.4 billion e-mails were estimated to have been sent and received each day in 2020, the figures are likely to go up. And that’s only for emails alone. There are still communication channels like SMS, WhatsApp, and social media to go in the mix.

If you serve your customers right, offer them valuable products and solutions, and are being proactive, you are more likely to increase repeat business.

Let’s take a look at some communication tips that can impact your brand loyalty and customer retention:

  • Personalize your communications
  • Communication your values
  • Be proactive, not reactive
  • Stay on top of the mind
  • Deliver exceptional customer experiences

1. Personalize Your Customer Communication

Personalize your customer communication, offers, marketing, products, and everything else. There’s a new term around the block – hyper-personalization which refers to changing customer perceptions at a granular level to increase customer experience.

The majority of marketers use mobile messaging as their most powerful customer retention strategy. Due to the effectiveness and instant delivery of messages, you can spend time developing personalized communication for each customer segment. Take advantage of data analytics that give you insights into your customer’s preferred channel, so you can send them the right message, at the right time.

2. Communicate Your Values

Customers appreciate it when you try to connect with them. While personalization is a good tip, the value indicates why your customers will choose you over a competitor.

Communicate your value, not your intentions of increasing revenue. Customer interactions build good customer relationships. Choose the best customer touchpoints so you can interact with your customers efficiently. Expressing gratitude, knowing your customer’s expectations, and exceeding these will increase your chance of a meaningful relationship.

3. Be Proactive, Not Reactive

Proactive customer service is when you take steps to help your customers resolve issues before they occur, according to Freshdesk. Spotting issues before they happen and anticipating questions your customers might have is incredibly helpful and your customers will appreciate this.

For example, instead of waiting for customers to reach out to you to ask about order confirmations and deliveries, send them an SMS notification to confirm it. Proactive customer service notifications are favoured by consumers alongside self-service solutions.

proactive customer communication

4. Stay Top of The Mind

How can businesses stay on top of the mind when competition is smarter, and people are bombarded every day with thousands of marketing messages?

The secret to great customer communication is to reduce your communication outreach. I know, it sounds crazy. But imagine selecting only a few moments to spend with your customers and focusing all your time designing these to the last detail. The whole customer journey will be more transparent, concise, personal, meaningful. 84% of consumers say being treated like a person, and not a number, is what makes businesses successful.

So, spend more time crafting your customer journeys and messages, and choose the perfect time to send these.

5. Deliver Exceptional Customer Experiences

Exceptional customer experiences are what impact all the areas in your business. Implementing a successful customer experience strategy will increase the overall customer satisfaction rates, reduce customer churn, and win more customers.

When customers are happy, your business is thriving. Take a look at different touchpoints in your customer communication strategy and see if there is room for improvements.

Creating flawless, uninterrupted mobile experiences, having customer support available on multiple channels 24/7, and automating messages and alerts are just a few ideas to improve CX.


We reached the end of our article on customer communication and we hope that these ideas were useful. Remember that companies using advanced personalization report good or excellent ROI, compared to those who have not used it yet.

Mobile messaging has made communicating with customers so fast, flexible, and personal that it’s changing customer expectations when it comes to behaviour and channel diversity.

Moreover, investing in loyalty programs will increase your chances of success. 64% of retailers say they connect best with customers through loyalty programs.

Invest in the right communication platform that will help you implement all of the strategies mentioned above to ensure an exceptional customer communication strategy and service.

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Published on: 25th October 2021

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