Speaking your Customers’ Language = Improved Customer Experience
Colin Melanson, Business Development Specialist
We live in a world where customer experience is center stage. Customers drive brand success, build community and can make or break you with one tweet. When we ignore the power customers have by neglecting to speak in their language and provide information the way (and this includes language) they want to receive it, we miss out on establishing a powerful connection with our audiences.
According to an ICMI/Lionbridge study (“Lost In Translation: Leveraging Language to Deliver an Exceptional Customer Experience”): 60% of customers expect service in their native language, which points to just how important it is to make content and product information (whether this is healthcare forms or the latest gadget) available in multiple languages.
And we’re not only talking about international customers. For example, you may think this doesn’t concern you because your audience is U.S.-based, but in a global world it’s not okay to assume because your domestic other languages don’t matter. This couldn’t be further from the truth.
The U.S. has no official language so accommodation is key. In fact, the public sector is required to translate public-facing material into multiple languages for this reason and we believe the private sector would benefit immensely by following this lead. Speaking and writing content in native languages will soon become the norm rather than the exception and when it does, it’s critical to choose a language services provider that has the expertise and native speakers of many languages to make high-quality translations of your content.
Making information accessible and understandable in multiple languages helps you to stand apart and provide an exceptional customer experience. When 72% of customers spend most or all of their time on websites in their own language (Source: Common Sense Advisory), are you taking the steps to ensure your content resonates in any language? Our language experts can help; connect with us to get started.