The way that consumers and companies communicate with each other has undergone a drastic change in recent years. For instance, last year former pro football player Steve Gleason tweeted Southwest Airlines that some of the airline’s employees were unwilling to accommodate customers like him who need to fly with power wheelchairs and specialty equipment. Southwest responded quickly and apologetically to Steve, and other Twitter users took note.
As technologies like smartphones and social media platforms like Twitter have become a part of people’s daily lives, consumers have come to expect businesses of all sizes to be open to communicating with them via these modern channels. Clear and effective communication is key to maintaining any kind of relationship, personal or professional. So catering to your customers’ preferences in terms of which methods they want to use to connect with you is paramount to your organization’s overall success.
