Respect the inbox: How to improve customer communication

In today's digital age, customer communication is a delicate balance between message volume, relevance, behavior, timing, frequency, and actual volume. To improve customer communication, it's essential to consider the perceived communication volume, which takes into account these five factors. Staying relevant, matching messages to behaviors, sending timely messages, limiting frequency, and strictly limiting campaign scope are key strategies to avoid overwhelming customers. Effective governance and feedback from customers are also crucial in achieving the right balance. By understanding perceived message volume and continuously testing and iterating, businesses can improve customer communication and increase engagement rates.

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