Editorial & Advertiser disclosure

Global Banking & Finance Review® is an online platform offering news, analysis, and opinion on the latest trends, developments, and innovations in the banking and finance industry worldwide. The platform covers a diverse range of topics, including banking, insurance, investment, wealth management, fintech, and regulatory issues. The website publishes news, press releases, opinion and advertorials on various financial organizations, products and services which are commissioned from various Companies, Organizations, PR agencies, Bloggers etc. These commissioned articles are commercial in nature. This is not to be considered as financial advice and should be considered only for information purposes. It does not reflect the views or opinion of our website and is not to be considered an endorsement or a recommendation. We cannot guarantee the accuracy or applicability of any information provided with respect to your individual or personal circumstances. Please seek Professional advice from a qualified professional before making any financial decisions. We link to various third-party websites, affiliate sales networks, and to our advertising partners websites. When you view or click on certain links available on our articles, our partners may compensate us for displaying the content to you or make a purchase or fill a form. This will not incur any additional charges to you. To make things simpler for you to identity or distinguish advertised or sponsored articles or links, you may consider all articles or links hosted on our site as a commercial article placement. We will not be responsible for any loss you may suffer as a result of any omission or inaccuracy on the website.

Home > Top Stories > Do you need to revise your customer communications strategy?

Do you need to revise your customer communications strategy?

Published by Gbaf News

Posted on September 26, 2018

3 min read

Last updated: January 21, 2026

Business professionals discussing customer communications strategy - Global Banking & Finance Review — An engaging image of business leaders strategizing on customer communications in a modern office, reflecting the need for agility and multi-channel approaches in today's banking and finance industry.

John Iandolo, Chief Sales Officer at Adare SEC, says:

With today’s fast-paced, market and industry transformation, businesses are adopting more flexible ways of working to support their business eco-system. From technology developments to the many ways in which we operate, effective communications are evolving all the time.

Agile businesses should have a contemporary customer communications strategy in place that is regularly reviewed in light of the high speed of change.

Many businesses will have adopted a singular approach to their customer communications strategy and that will have worked for some time. But the reality is that companies now have to accommodate everything and everyone when putting together strategies. It’s no longer a ‘one size fits all’ methodology.

You’ve got to accommodate for the different demographics of customers and the various ways in which people prefer to receive their communications. Companies need to cater for the time-poor, the attention-poor and the technology-savvy, equally as much as those that choose paper-based methods over devices.

When it comes to pulling together a customer communications strategy, businesses have to keep their options open. It is not an ‘either/or’ strategy but one which is ‘as well as’, putting its communication arms around its whole business eco-system. The customer communications strategy has to be full of options so that businesses can select different channels as they see fit.

An effective way of doing this is to have a suite of alternatives available as required and it’s the fact that they can use them, and access them very quickly that makes the strategy work. This multi-channel communications strategy should incorporate channels such as email, phone, SMS and post which will put businesses into a powerful position ensuring each and every message is consumed.

As well as having a communications strategy which is economic, agile and responsive, it also has to be integrated. It has to have a consistent look and feel. If it’s too clunky, it won’t work and wastes valuable resources, time and budgets.

There is a massive risk when it comes to not having an adaptable strategy in place. Businesses that don’t take the opportunity to review their customer communications strategy could lose out and who can afford to lose customers, prospects, contracts, and so on?

In terms of timescales, the reviewing of customer communication strategies should be built into the business calendar as a regular activity. If the company’s strategy is working, that’s great, but there must also be scope to react quickly and effectively should external or internal factors dictate.

With GDPR now in force, it highlights a classic example of an external factor which has triggered change for all UK businesses. Companies have to be aware of how they communicate and evolve their strategies in a way which is of benefit to their organisation and, just as importantly, ensuring it is GDPR compliant.

Agility is not a function of size, it’s a function of ethos and style. A communications strategy underpins that agility so it makes sense to constantly review it, whatever your speed of business change, to ensure your communications are effective, relevant and contemporary.