The 2016 Summer Olympics in Rio are now over. Did you watch it? There was a lot of good competition — from the different countries and athletes fighting for the gold, silver, and bronze to the different sports competing for viewers’ attention. My question is: if you could choose only one sport to watch — forget your DVR or on-demand — which one would it be? I personally would go with gymnastics...
Any who, these competitions got me thinking — the Olympics, and the fight for a medal, are very similar to the fight that brands go through to keep up with and leverage the latest and greatest communication channels to distribute content and/or supply service and support through every day. Any given consumer has so many channels — mass-media, email, ads and plenty of others. So how can you determine the gold, silver and bronze channels that your users prefer, and how can you leverage these channels to keep customers happy and loyal?
Well, in spirit of the Olympics, we put the ‘preferred’ customer communication channels through a head to head competition, and in the end, there was only one winner — text messaging!
Today, text messaging is the preferred communication channel. Why? Because your customers just don’t want to call you for support. They want a more accurate, relevant and complete answer without waiting on hold, without having to go through an automated system; they want a communication channel that can allow them to accomplish whatever their immediate need may be so they can get back to what they were doing prior to having to contacting you.
But don’t take my word for why text messaging is taking home the gold, just check out the data:
And there you have it, when it comes time for the various communication channels to compete; text messaging takes the lead by a landslide.
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