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How Ineffective Communication Costs Businesses — And What to Do About It PHOTO: Adobe Business success hinges on how well companies engage with their customers. Interactions must be clear, concise, and consistently on-brand to deliver remarkable experiences and instill brand loyalty. When customer interactions do not meet these standards, it is often because the best-intended communications strategies break down. This happens frequently and creates tremendous costs for companies by eroding the customer experience (CX), making it harder for employees to do their job, and causing delays in meeting business objectives. For example, even before the onset of the COVID-19 pandemic, experts estimated that poorly written communication costs businesses a staggering $400 billion annually.

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