Customer Communication Dimension Marketing -Myassignmenthelp.Com

Question: Discuss About The Customer Communication Dimension Marketing? Answer: Introduction: The increased importance of social media in the world of work reflects a wider change in the way the organisations communicate or in order words, interact with their stakeholders. Social media is one of the huge revolutions in the technologically driven world of today. The social media according to many might be just a thing to engage in, in their pastime, but it also has a huge impact on the work lives of individuals and has the power to revolutionize the way several organisations function. It is necessary to understand the importance of social media and the companies all round the world should use it as a boon to help their businesses prosper and ensure that their teams as well as its individual members are strong and hardworking (Stieglitz and Dang-Xuan 2013).The social media communication channels a business can utilize to reach the intended audience including the website of a company. It needs to be ensured that a business utilizes social media to its advantage. The social media should be used for the global recognition of the companies. Therefore social media needs to be made the proper tool for the success of the organisations. Communication is important for people in all walks of life. It helps understand the situation the other person is in. It also helps people to state whatever is on their minds and also state in case they encounter any issues or problems in their lives. Effective communication is crucial specifically in case of organisations and more so in case of the organisational managers for performing the functions of planning, organising, leading as well as that of controlling. Communication helps the managers to perform their jobs and responsibilities and it is most important aspect of planning. It is necessary for communication at all stages of the management process for the customers to get the best of services. At the planning stage the essential information needs to be communicated to the managers so that they can communicate those plans for implementing them. The organizing capabilities also help the managers to communicate effectively with their subordinates and get the jobs done. The mark eting professionals and other individuals of the organisation in charge of marketing products are responsible for the proper communication with the customers for ultimate success of the organisation (Paul 2014). In case of the third topic mployees are the most important asset of any organisation. Thus employees who are satisfied, highly motivated and loyal are a representative of the basis of companies who are competitive by nature. The increased level of satisfaction is therefore reflected in the increase of productivity, improvement of the quality of products or rendered services and higher and increased number of innovations. Satisfied employees from the positive reference to the employers can result in the increase in productivity, attractiveness of job seekers and also the strengthening of their competitive position in the market. It often happens that the management fails to understand the importance of the opinions of the employees and their satisfaction levels on the overall success of the company in the market. Therefore it is desirable that every company make a positive effort to communicate with the employees at different levels so that the company benefits from the best possible performance of the employees and the employee connectivity (Pereira and Gomes 2012). Social media for internal communications: At the time of discussing the communications within a business, several people might start by thinking about the nature of marketing and PR communications which are important in the brand promotion as well. Press releases, email campaigns and blogs are the main examples which come to the mind. The internal communications in large organisations are mostly overlooked (Stieglitz and Dang-Xuan 2013). These interactions are crucial at the time of upholding the employee relationships momentum and the ultimate profitability of the company. Corporate communication is a crucial facet of any organisation and it is something that determines the success and also the ongoing viability of any organisation. The media communications helps in the discussions between the top members of the staff as also those workers in the grass- root level. Ensuring the use of social media helps in the understanding of the employees regarding the goals of the organisation and helps the organisation to maintain a proper direction towards its aims. The internal communications have grown in a significant manner since the time of the simple emails of the staff and the newsletters. Instant messaging, support forums and intranets are embedded in most organisations and these also represent a type for different departments, locations as well as businesses to connect (Moorhead et al. 2013). The internal social media includes the focus on the quality content, engagement in addition to dialogue and communication optimization. It also helps the employees to get a feeling that they get included just like the customers feel when they are given a suitable amount of importance and when they interact on social media (Kwok and Yu 2013). Facebook pages are great for utilization for human resources and remote employees. It is a method for sharing information about the benefits and open enrolment and the new policies. The pages can be used by the departments and the teams for collaboration and encouragement. The pages in facebook can be utilized by the different departments and teams to collaborate and encourage members within the organisation. The getting together of information or just uploading information and pictures assist the development of relationships and the team work (Wang, Yu and Wei 2012). The companies also provide a significant amount of information that assists the workers to stay updated. It also helps the employees feel more involved in the strategy of the company, their vision as well as direction, the changes in the policies as well as events. The content can include the results from the surveys, the research which the company and the manager interviews for helping the team understand the direction in which the company is heading and the role they play in the bigger arena (Jin, Liu and Austin 2014). LinkedIn groups are similar to an intranet that an organisation utilizes to share information about any event, announcements, promotions and updates on certain issues and their projects. In addition to this the chat services are also becoming more and more popular as a method of encouraging online group discussions. There is a benefit of this form of internal communication as this helps the employees get on board for work discussions (Johansen, Aggerholm and Frandsen 2012). The interactive videos and live feeds by social media are also suitable tools and these are utilized to include remote workers as well as for the training purposes. An archive of previous videos can also be used for creating a channel that the employees subscribe to and upload their own videos. The content can also include events of the community events and social gatherings. Based on how it goes, it can also be created as a public channel so that the target audience sees the company culture and the attributes of the brand in action (Huang, Baptista and Galliers 2013). The power of an organisation depends on the strength of the companies internal communication and the efficiency with which the teams operate. In case a company is powerful on social media they can easily operate and divide the operational activities within themselves. Thus social media is crucial in the development of the companys internal communication strategies (Cornelissen and Cornelissen 2017). Social media and external communications: It is necessary for a company to communicate with the consumers who are outside the business. This is known as Social media is also crucial for external communications and helps several organisations arrange for their businesses. The communication should be developed with the help of a positive strategy so that social media and other online communication tools for maximising the reach of the research. This is known as external communication. By methods of external communication a company needs to make the customers aware about the new products and promotions which the company has to offer. This sort of communication gives benefits to the company by giving them motivation for work and provision for special offers and discounts now and then (Ver?i?, Ver?i? and Sriramesh 2012). It is not possible for the companies to reach the public solely based on the peer reviewed journals and other lesser known ways of publicity. This is because of the reason that the majority of the journals require expensive subscriptions which act as a severe barrier to the access. The language and the parlance of the journals which are academic in nature can be obscure and random (Macnamara and Zerfass 2012). The social media methods can also attract the new audiences to the project events. The blogs and public media states such as that of Twitter, Facebook and the blogs show a quick and effective means of advertising upcoming seminars, conferences as well as group workshops and they also inform groups those which are not aware of the company developments through the normal channels. In case a company has a strong online presence the public profile of the research project can be increased which can lead to more and more communications (Treem and Leonardi 2013). Having a social media profile can also increase the reputation of the company and assist the skills development so that interested people can experiment with whatever they want and like (Leonardi Huysman and Steinfield 2013). Risks of using social media: There are several risks of using social media. Be it the distribution of confidential information, the lack of control over contents which are confidential or other virus issues. Employees using personal accounts to communicate work related information are also potential issues which are caused due to the usage of social media. Recommendations to the issues faced: The people need to look into the matter as effectively as possible. Social media policies can be created. Proper amount of training needs to be given to the employees of organisations. Anti malware should be updated. In addition to this, there should be limited access to the social media site of the company. The social media channels also need to be monitored. Importance of first impression in customer communication: In every walk of life, first impressions are crucial and in case of business and companies raring to be on top it is not much different. Rather communication is more important in case of businesses as they can make or mar the prospects and can even make or break their businesses solely on the first impression they make on the customers. However these can also ruin the image of the company if the customers do not like their outlook. Ensuring there is a proper communication with the customers, the first step is a telephonic communication in most cases. Therefore in order to avoid anomalies in the communication and to avoid ruining the first impression the companies can arrange for automated phone answering service. Quality of answering the phone requires answering the customers calls clearly and also with a voice which is friendly at the same time professional so that the customers do not face any issues and are connected to the correct person at the correct time. This also releases th e burden off the shoulders of the office personnel and helps in arranging for a smooth and effective way of communicating with the customers. At the time of phone calls with the customers the hold times also need to be reduced so that they do not become impatient. The maximum holding time that the people can allow is around one or two minutes hence the proper transfer of the calls need to be arranged within that time frame. Prioritizing customer service calls: Customer service is the most important focus of communication between a customer and any particular business and hence, the companies who do not give relevant importance to customer calls actually suffer from the prosperity of their business. The calls of the customers therefore cannot be neglected at any cost and they need to be given proper amount of importance so that they are not given any chance of dissatisfaction (Choudhury and Harrigan 2014). Treating the customers right in communication: The customers should be regarded as people with feelings and emotions whose feelings might have a real impact on the organisation. It also helps ensure that the company values them. The telephonic conversations which are extremely scripted and transactional needs to be avoided to make the customers feel at ease (Gustafsson, Kristensson and Witell 2012). The companies need to focus on the customer service teams on becoming a customers ally in the solving of their issues so that they are trusted and they get more business. Customers need to be engaged in a meaningful way in relation to their goals and expectations from the company and also work with them as a team to ensure that a mutual benefit system has been established to help benefit each and every member of the customer-organisational mapping (Ruck and Welch 2012). Proper customer communication: Sufficient time needs to be given to the customers and there should be communication on a professional level and in certain cases there is also the need for a personal touch. Proper attention should be paid to whatever they are trying to inform or say about the product on the level of services which have been meted out to them. In case of a slight personal touch the customers feel valued and do not give up on the company completely in case they find their goals have not been met (Paul 2014). The technical team or the support groups should not lose their patience at the time of explaining anything to the customers. In case the customers are dissatisfied and complain amount some product or service, the team should be patient and take out the time to explain things clearly to the customers. A nice way to explain things clearly is the use of analogies with the simple things of daily life. In case a personal relationship has been successfully established with the customers it becomes easier for the technical team and the company representatives to explain complex things clearly to the customers (Bouhafs, Mackay and Merabti 2012). Any problems or issues which the customers are facing need to be resolved as easily and quickly as possible. It also needs to be ensured that the solutions be offered at the time the customer states his or her problem are genuine and suitable work is done on the issues as fast as possible (Gailloux, Samson and Shah, 2012). Keeping in touch with customers: By keeping in touch with the customers a company can successfully increase their chances of remembering the business of the company and also recommending the company or their products and services to their friends and relatives. It is obvious that the types of business which a particular company deals with are bound to affect the nature of interaction with the customers. It should be the target of the companies to establish successful communication with the customers (Rootman and Tait 2013). Instead of calling customers to sell certain products the customers need to be informed in case of any new services for service-based companies especially. In case the companies make proper efforts to touch base with the customers, they are bound to remain in the minds of the customers and be recalled in case of any sort of requirements (Grissemann and Stokburger-Sauer 2012). E-newsletters or mail outs. The information about these need to be included about the promotions of the companies and the success stories of the business also need to be shared with the customers. The newsletters can also be utilized for sharing personal milestones or experiences so that the company can connect with the customers on a more personal level (Goetsch and Davis 2014). Surveys can also be conducted by the organisations on the products and services which need to be offered to them. This can help find out about the customer thoughts on the products and services and what can be improved or added to the offerings. There can also be incentives such as free movie tickets or certain discounts on products to encourage customers to respond and communicate. Open ended questions should be asked to the customers to allow them to share whatever is on their minds and this can actually prove beneficial for the companies. Instead of ratings which are hollow and fruitless the actual customer communication in these cases is helpful for the organisations (Oldenski 2012). Social media can also be used for the posting of several offers, information about latest products and services that have been launched or overall announcements reading the business which is a great way to mention about crucial things and keep the customers up to date on the proceedings of the company. However it should also be remembered that social media coverage also gives a certain amount of freedom to the customers which cannot be afforded at all costs. Therefore proper amount of planning is essential on how to handle comments which are negative or feedbacks which are detrimental so as not to hamper the productivity and overall repute of the company concerned (Choudhury and Harrigan 2014). Challenges in the communication with customers: There might be several problems which are encountered in the customer communication. The best communication channel needs to be selected, in case there is a problem in selection it becomes a challenge. The expectation of the customer needs to be understood and also the way in which they can be met. The proper maintenance of the staff attitude or searching for skilled customer professional for best experiences is also a challenge. Valuing employees as a means of effective connection: No matter whatever their position or contribution, every employee needs to be valued for their job performance. The respect towards the employees might come in several forms, the respect of opinions, the respect of time, culture and many more. The companies should be such that the employees view their employers and salaries not just as entitlements but actually respect them (Manzoor 2012). Breaking down information barriers: Information is power and bosses have traditionally wielded this sort of power by the selective grant of information to the employees in certain cases and the withdrawal in certain cases. It is necessary for the employees to be constantly informed by either their co-workers, managers or by the customers about whatever is going on. In the case where the employees have proper access to the company information, they are likely to give their all to the organisation. Creating opportunities for growth: The companies should leave it upon the employees in majority of situations to perform and take decisions which help them in the establishment of their careers and bring them success instead of following an attitude of dictating. In case the employees are given the proper amount of authority for performing their jobs, they get the scope of being successful as they become self accountable for whatever they are doing for themselves as well as for the organisation. This trust of the company in their employees usually does not go waste as they remain responsible and accountable for their actions (Michaelson et al. 2014). In addition to this the employees should also be given, the proper amount of authority for their own jobs and ensure that the organisation is successful as the company is dependent on them to actually do the right thing and depend on the policies and procedures which force them to do that (Lazaroiu 2015). Employee recognition and employee connection: Usually it is well known that recognition and rewards towards the employees goes a long way in ensuring that their connection is well established with the organisation. Despite this well known fact very few employers make it a point to provide suitable employee recognition and connection. In case proper recognition is given, employees do a good job and remain engaged towards the organisation. Many organisations refrain from rewarding employees based on the fact that they do not want to spend much on them. However it is overlooked by many that employee rewards and celebrations do not always need monetary gifts. Rather a sort of verbal and public celebration of team or individual successes is often enough (Hollensbe et al. 2014). Employee engagement and employee connection: Connectivity with the organisation ensures that the person is part of a company which is engaged in a greater cause which is bigger than any individual person. There also develops a sense of belonging to the organisation and also to the individual people. The connection with the employees manifests in the sense that they find it special to be a part of an organisation which in turn is special to them. There are several ways in which an organisation can ensure employee engagement for their ultimate betterment. At the time when the employees feel a deep and strong connection they are much more likely to expend extra amount of energy for one another to give much more to the organisation. It is also responsible for a sense of positivity creeping in within the employees and ensuring that they care about and expend extra energy about the organisation. It needs to be ensured that an individual is a good fit if not best for a particular organisation and its ideals. In case a person fits in a particular organisation, it is only natural for him or her to find the other people in the organisation and even the work environment suitable and thereby work to the best of his or her ability. In case an employee finds that he or she is a best fit with a particular organisation it can help to establish a sense of belonging with the organisation as a whole. It then helps people think that they have ample chances of enjoying their work and also getting suitable amount of motivations and rewards. Together a sense of fit and belonging is conducive in the production of outcomes that are positive and beneficial. In case the employees are aware that their efforts will be rewarded they are bound to be more productive and work towards the success of the organisation as a whole, that is for the greater good (Caillier 2013). Paving the way for employees to connect with each other: Despite the fact that every employee is essential to an organisation, it needs to be ensured that proper teams are there in a company such that the employees can work together effectively. While any sincere individual can work independently, it is necessary for any employee to work effectively in form of a team to ensure better productivity and maximize those skills in each employee which are best. This is essential in ensuring that the maximised potentials and performance of the employees contribute to the overall success of the company. The higher authorities not only need to establish a connection with the employees and interact with them on a personal level but also ensure that the employees connect with each other and make the work scenario a better place to reside in (Pereira and Gomes 2012). Connecting employees to a greater cause: It needs to be ensured by the mangers and higher authorities that the employees are connected to a greater cause that is the cause of the success of the organisation. In case the organisational vision is clear in their minds, they will find it easier to perform better and will achieve as a team for the benefit of the organisation. It is basically an inherent quality in most driven employees to be a part of something which is bigger than they are. It is also seen that the employees wish to contribute towards the establishment of something which they might not have been able to do on their own. It is also the dream of many individuals to be part of projects as a team member which might not have been possible individually. In this regard the company needs to ensure that the employees remain connected not only with the company themselves but with each other for the greater cause of benefit to the organisation which they are a part of (Caligiuri, Mencin and Jiang 2013). Creation of a safe haven: It is crucial for organisations to ensure that their employees do not feel panicked or threatened by any sort of bullies or threats which they might face from the organisation. The employees should be treated as organisational assets and they must feel safe when they take up the initiative to try something new irrespective of whether the idea works or not. It is the duty of the organisation as a whole to make the working place a safe haven for the people working so that they bring forward and share their ideas fearlessly (Allen and Shanock 2013). Conclusion: In case of the first report, the emergence and growth of thee web and web based services is responsible for the high amount of influence on the development of new and innovative forms of communication and socializing. The expansion of the social media during the innovative economy there has been certain noteworthy leaps in the communication as well as the transmission of communication. The social media allows access to the important data and video information to a huge range of potential consumers. The proper marketing communication by using social media helps in having both a social as well as a permanent presence in the IT ecosystem and a quick response to any sort of negative responses to the public. The social media campaigns are inexpensive reaches a relatively large volume of potential consumers. It also helps in giving higher value to the organisations. In case the company has effective communication strategies, it can build relationships with the stakeholders which can enable the stakeholders to interact with the company suitably. This also includes the supply of ideas for improvements and the customers giving valuable feedback. In order to maximize the effectiveness of the communication strategies, the communication messages and channels need to be tailored to each specific requirements of the audience. It needs to be understood that external and internal communications both are equally important for the maintenance of the image and brand value of an organisation. This is possible if they are maintained at all times. In case of second report, it is necessary for a company to communicate effectively with its customers in order to build positive relationships with the stakeholders of the organisation. Communication is a process which is always two-way. This is because the concept of communication involves inputs from all the employees for the effective planning to appeal to the customers and it also involves the customers providing valuable feedback for the products and services of the organisation and taking into account all the feedback for better customer service. It is necessary for each organisation to have a method of ensuring that the needs of the customers are being felt and heard suitably. It helps to have an effective communication chain for maintaining the focus on the quality and the effectiveness of all the communication strategies. Only if an organisation listens to its customers and ensures that the needs of the customers are met can it succeed in the long run. Thus it can be said th at no organisation should undermine the importance of communicating with customers. In case of third report, it can be said that the management should ensure that it has a positive impact on and actually is willing to ensure the overall happiness of the employees of the firm. The reasons for this are not only the benefit of the employees but also of the organisation. This is because of the fact that the companies also gain a lot from the employee satisfaction. In certain cases the employers often do not correctly analyse the importance of the happiness of the employees of the firm. It is not understood that unhappy employees have a huge effect on the successful running of the organisation as well as its success. There are several reasons for employee dissatisfaction that are within the firms control and proper management practices go a long way in enabling the company to diminish, or basically to remove the actual reasons. 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