People seek consistency across all media

While we may think of various channels within our organization as separate, our clients and customers do not. They consider any interaction with us, regardless of media, as part of their overall user experience.

Web, email, mobile devices, kiosks, online chat, physical locations. They’re all one in the same. If we ensure our communications are consistent, we can provide our clients and customers with a better overall experience.

We should create our communications for experience, not expedience. We shouldn’t try and cut corners.

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