The Power of Communication

In today’s competitive landscape, a great customer experience doesn’t end when the purchase is made — it truly begins there.

One of the most powerful ways to elevate that experience is through proactive communication: reaching out to customers with timely, transparent updates before they ever need to ask. It’s about building trust, reducing operational friction, and driving long-term business growth.

Klipboard Notifications is our solution to offering just that.

1.  Building Unwavering Trust and Brand Perception 

Trust is the foundation of every successful brand.

Proactive, transparent communication — especially when it involves Proactive Discrepancy Management (alerting customers immediately to any changes or delays) — is how we build that trust.

By being upfront, we show customers that we are reliable, and respectful of their time. This transparency removes uncertainty, ensuring customers know what to expect.  When customers feel informed and respected, complaints decrease and confidence in our brand increases.

2.  Driving Customer Loyalty and Organic Growth 

By keeping customers updated and eliminating the anxiety of “Where’s my order?”, we create an experience that feels seamless and reassuring. This builds loyalty.

Loyal customers don’t just come back—they spread the word. This organic advocacy is one of the most powerful and cost-effective drivers of growth, fuelling repeat business and referral revenue.

3.  Mitigating Operational Risk and Strain 

Lack of communication doesn’t just frustrate customers—it creates unnecessary workload and cost.

When customers don’t know what’s happening, they reach out. Reactive service models quickly become overwhelmed by “Where’s my order?” calls.

A proactive communication strategy flips this dynamic. Every proactive message sent before a customer needs to ask prevents an inbound inquiry, reducing operational strain and customer service costs. This enables our teams to focus on higher-value interactions instead of firefighting routine issues.

Executive Takeaway: Maximise Growth, Minimise Cost

Proactive communication isn’t just “good service.” It’s a strategic business advantage.

• Revenue Growth: Transparent, consistent communication strengthens loyalty. Satisfied customers repurchase more often and refer others, creating a sustainable growth loop.
• Cost Reduction: Fewer inbound calls mean lower operational costs and a more efficient customer service model.

By investing in proactive transparency, we move from managing complaints to driving delight—and profitable growth.

 Since introducing Klipboard notifications into our business, customers now get the information they need proactively, which means they’re happier and we spend less time answering routine questions. It’s been a huge improvement to both efficiency and customer experience. We're expecting/on a trajectory to see a 40% drop in inbound calls.

Lukha Singh, Director at Medway Builders Merchants

That’s what proactive communication does for our customers. A simple update turns a potential point of frustration into a moment of trust and respect.

Our delivery updates are that text message—small but powerful. They remove anxiety, build confidence, and create a better experience that strengthens long-term loyalty.

The Bottom Line

Proactive communication isn’t just “good service.” It’s a strategic business advantage.  By keeping customers informed before they need to ask, we:  

✅ Build trust through transparency.
✅ Drive loyalty through consistency.
✅ Reduce costs through efficiency. 

It’s not about managing expectations—it’s about exceeding them. Every proactive message we send is an investment in trust, resilience, and sustainable business growth. Check out Notifications from Klipboard!

Overview of John Vickers

John is the Managing Director of Vigo, leveraging over 30 years of logistics industry experience and a unique perspective as a former Vigo customer. A logistics enthusiast since his school days, he has built extensive operational and organizational expertise at leading companies like Samworth Brothers and Baylis Distribution.

Known for driving business transformation, John champions the use of reliable data for effective decision-making and improving margins, a belief solidified by his firsthand experience using Vigo's easy-to-use products to achieve significant service and profit improvements in his previous roles.