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customer experience
Alex Wilmott
  • By Alex Wilmott
  • Nov 21 2017

The Benefits of Value-led Communications

Part two of a new series from Smith+Co exploring business value, communication and empathy.

As a Communications and PR Consultant in B2C and B2C markets, I have always been conscious of what can happen when a poor customer experience is the precursor to poor communications. It happens across the board - from the giant brands to the SMEs. Whether it’s a technology failure or a human error, most customers have experienced unsatisfactory communications from brands that they’ve parted cash with and subsequently been let down by.