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Choosing the right path – proactive communication

by on 22 February, 2013

“It’s easy to get swept up in the love affair that is digital communications; really, what’s not to love? The opportunities that digital communications can produce are numerous for any given organization (imagine, once and for all, not having to lay out that newsletter month after month!) However, it’s also easy to forget a crucial component of digital communications, one that can make or break the success of any effort: your customer.

For most, the ideal digital communications transformation would encompass moving everything online and driving self-service. However, Dr Gerald Power points out in his discussion at the GovDelivery UK Event that, like anything else, high self-service rates are not easy to achieve.

Simply put, customers need guidance. And before you can provide guidance, you need to understand the customer journey….”

Read the rest of the article at


From → Customer Insight

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