"Consumers have higher expectations for businesses to be transparent, to be present and to be available to connect with. How you talk to customers, where you talk to them and what you say impacts whether or not they continue to give you their business."

Intercom co-founder and chief strategy officer Des Traynor commented on his company’s study on how company communication to customers can impact retention and business growth. Read the article, “Consumers Want Personal Communication but Split on Definition.”