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Diverse communication = better customer experience

Good customer experience is essential for any business, and effective communication is critical to delivering an excellent customer experience.
Diverse communication = better customer experience. Good customer experience is essential for any business, and effective communication is critical to delivering an excellent customer experience.

“Diversity is about all of us having to figure out how to walk through this world together.” Award-winning musician and actress, Janelle Monáe

Diversity and inclusion should be at the core of a business’s communication strategy. The more diverse our communication methods, the better your chance of reaching more customers with a better customer experience. In this blog, we’ll explore the concept of various communication and how it can lead to an improved customer experience.

How businesses interact with their customers is paramount in today’s modern world. According to a survey by Accenture, 67% of consumers want brands to take a public stand on social and political issues. Providing a great customer experience is vital to success, which includes having diverse communication methods available. 

“It’s not about serving everyone the same. It’s about understanding that everyone’s different and finding ways to communicate with them that make them feel valued.” Renowned retail expert and broadcaster, Mary Portas

Effective communication requires businesses to go beyond just using inclusive language. The customer experience should be as smooth and hassle-free as possible, and this is where having a range of communication options comes in. Customers can choose what works best for them by offering various communication ways, and your business can meet them with their preferred method.

For example, some customers prefer to communicate via phone calls, while others prefer email, text messages, social media messaging, video chat, online chatbots or contact forms on websites. By providing a range of options for customers, you can create a personalised experience catering to their preferences, ensuring they get the best customer service possible.

As author and speaker Brené Brown notes, “Inclusivity is about understanding and embracing differences. It’s about creating a culture where everyone feels seen, heard, and valued.”

Another benefit of diverse communication options is that they allow businesses to reach a broader range of customers. With multiple communication channels, businesses can reach customers who may not otherwise be within reach. This can help to grow customer loyalty and lead to increased customer satisfaction.

Offering diverse communication options can significantly positively impact customer service. Customers can quickly and conveniently reach out for assistance and receive prompt responses by providing multiple communication channels. This can enhance customer experience and satisfaction, leading to repeat business and positive reviews.

Moreover, embracing differences is not just limited to offering various communication options but also using inclusive design and language that demonstrates an understanding of diversity and creates an inclusive environment. Utilising multiple communication channels ensures that customers can choose the option that works best for them and is not limited to a specific mode of communication.

Being open to customer feedback is crucial for businesses to identify areas of improvement and continuously enhance their customer service experience. Businesses can establish long-lasting relationships and earn customer loyalty by creating a culture where customers feel seen, heard, and valued.

To sum it up, providing diverse communication options, using inclusive design and language, leveraging multiple communication channels, and being open to feedback are all critical elements to creating a better customer experience. Businesses prioritising these factors can stand out and build a loyal customer base.

So if you’re looking for credible, diverse communication solutions to take your business to the next level in 2023, connect with us at

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