The way you communicate with your customers is a form of marketing.

Good communications is good marketing. Bad communications is bad marketing. 

I was reminded of this lesson when I called my bank to announce that I would be refinancing to a rival lender and received an appalling piece of customer communications in reply.

Words matter, whether they’re delivered in writing or over the phone.

So make sure the words you use in your marketing and communications send a message that you care about your customers and you want to solve their problems.