Customers today are speaking up in countless ways, and marketers are scrambling to keep up. They're learning how best to listen and interact on social media, including doing more than ever to proactively tune into customer attitudes and desires. Brands have established voice-of-the-customer programs to gather a myriad of data to improve marketing performance.
Sophisticated marketers are adept at using multiple channels to reach customers with personalized messages. It's practically second nature for us to consider how best to communicate with our customers. But how often do we stop and ask, "How do my customers want to communicate with my brand?"