Let’s be honest—nobody enjoys sifting through clunky, impersonal, or irrelevant messages. Whether it’s a confusing billing statement, a robotic email, or a notification, poor communication can quickly frustrate customers and push them toward competitors.
Here’s the good news: Great communication doesn’t just keep customers happy—it builds trust, strengthens relationships, and drives long-term engagement.
65% of consumers say they’ve switched brands because of a poor communication experience. – Salesforce
So, how do you cut through the noise and connect with customers in a way that feels personal, relevant, and seamless? Here are four essential strategies to elevate your customer communications.
Show Up Everywhere (But Stay Consistent)
Your customers aren’t sitting by the mailbox waiting for a letter. They’re checking emails, scrolling social media, responding to texts, and using apps—all in a single day. If your communication isn’t consistent across all these channels, it can create confusion and erode trust.
Yet, many businesses struggle here. Over 60% of customers say they receive mixed messages from brands across different channels (Twilio). Imagine getting a friendly promo email from a company, only to receive a stiff, overly formal follow-up text the next day. It’s jarring—and it makes your brand feel disconnected.
How to Fix It:
- Use a unified strategy to ensure messaging, tone, and branding are consistent across all platforms.
- Meet customers where they are—whether it’s email, SMS, app notifications, or traditional mail.
- Ensure seamless transitions between channels. If a customer starts a conversation in one place, they shouldn’t have to start over when they switch channels.
Ditch the Jargon—Craft Messages That Resonate
Let’s be honest—no one enjoys reading legalese or corporate jargon. Customers don’t want a dissertation; they want clear, concise, and engaging communication that speaks to their needs.
The numbers don’t lie:
65% of consumers say they’ve switched brands because of a poor communication, and 72% of consumers say well-crafted messages improve their perception of a brand. –Forrester
But too many companies still send messages filled with industry jargon, vague terms, or robotic language that doesn’t connect.
How to Fix It:
- Keep it simple—write like a human, not a legal document.
- Make it customer-centric—focus on how your message benefits them.
- Use data to personalize messages—80% of consumers prefer brands that personalize their interactions (Epsilon).
- Break up text with visuals—people process images 60,000 times faster than text.
Keep It Compliant—Without Killing the Customer Experience
If you’re in healthcare, financial services, or insurance, compliance isn’t just a suggestion—it’s a legal requirement. But here’s where many companies get it wrong: They focus so much on compliance that they forget about the customer experience.
Regulations like HIPAA, GLBA, and TCPA matter, but that doesn’t mean your communication has to sound cold or confusing. Customers still want clarity, convenience, and security.
How to Fix It:
- Ensure messages are clear, compliant, and easy to understand.
- Use secure channels for transmitting sensitive information—70% of consumers say they prefer brands that prioritize data security (Cisco).
- Make compliance customer-friendly—just because it’s legalese doesn’t mean it has to be unreadable.
- Give customers control—91% of people prefer brands that let them manage how their data is used (Deloitte).
Scale Personalization with AI—Without Losing the Human Touch
Customers love personalization—91% of them are more likely to engage with brands that provide relevant recommendations and offers (Accenture). The challenge? Doing this at scale without making it feel like a generic automation.
Thanks to AI and automation, brands can now send highly personalized messages without writing each one manually. The key is finding the right balance between automation and authenticity.
- Use AI-driven insights to segment audiences and tailor messaging.
- Implement dynamic content that adapts to customer behavior.
- Automate routine messages (like billing reminders) but keep human interaction for high-value moments—48% of consumers say chatbots are useful but still prefer human interaction for complex issues (HubSpot).
- Monitor engagement and tweak personalization efforts over time.
Companies using AI-driven personalization see 10-30% revenue growth.
– Boston Consulting Group.
Effective customer communication isn’t just about sending messages—it’s about building relationships. Whether you’re engaging through email, text, or print, your communication should be:
- Consistent across all channels
- Clear and engaging (ditch the jargon!)
- Compliant without being a headache
- Personalized without feeling robotic
At O’Neil Digital Solutions, we help businesses streamline and optimize customer communication through our ONEsuite platform—ensuring clarity, consistency, and compliance at every touchpoint.
Want to elevate your customer communication strategy? Contact us today, and let’s make your messaging work smarter, not harder.
