6 Proven Ways Of Improving Your Customer Communication
We currently live in an age where customers dictate the success of a company. Unlike before, customers are the heart of any business. This is because they tend to show overwhelming support for a company with good customer service and customer communication.
According to the data, more than 74% of people say that they are likely to switch brands if they have a bad purchasing experience. In addition to that, research also shows that more than 64% of people find customer service to be more important than price.
Ideally in this day & age, the secret recipe for long-term success would be seamless customer support at every single customer touchpoint.
Customer Service & Communication
Like mentioned earlier, in today’s world, customers have become one of the most important assets to an organization. Regardless of the size of a company, customer retention dictates the long term success of a business. So even if your business is just starting, it’s important to maintain a good relationship with your customers.
As popularly known, “customer service is the act of supporting customers”. Support in this very context refers to the effective communication between the consumer and the company before, during, and after a purchase.
Ideally, it means that good communication is essential during every customer interaction and touchpoint.
To ensure long term success, spending quality time in improving customer communication is an important investment every business has to make.
Steps For Improving Customer Service & Communication
If you want to ensure effective customer communication and you can’t afford an expensive marketing consultant here are a few simple steps you can follow to get started.
Make Effective Communication The Top Priority
Make a promise to improve communication at every step of the way.
Look at your communication from your customers’ point of view and enhance it at every touchpoint. From one-to-one meetings to emails, you need to focus on enhancing the quality of every aspect of your customer’s journey.
Talk To Your Customers When They Want To Talk To You
“The majority (66%) of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience”.
Just remember to value your customer’s time and offer help when help is needed.
Making customers wait for endless amounts of time and responding late to their queries can make the customer feel unappreciated. To offer help, you can try using real-time communication tools like TelebuPing to get in touch with customers instantly.
Send A Universal Message
To become a successful global business, you need to ensure that your company conveys a universal message.
To ensure that, start by training your employees to establish the communication ethics and ground rules of the company. Also, try to inculcate a system that guarantees that every employee talks to your customer in a similar tone and conveys a common message.
In addition to this, you can also organize various sessions to help your employees improve their overall communication skills.
Let Your Customers Do The Talking
“Constantly talking isn’t necessarily communicating”.
Always remember that your customers want to be heard, so don’t interrupt them by constantly talking.
You might have heard of similar issues before and you think providing a quick solution is the way to great service.
However, that’s not always true.
Interrupting customers in between conversations may upset them and make them feel less valued. Listen to their issues carefully and try to solve them to the best of your ability.
Listen & Empathize With Your Customers
“The most important thing in communication is hearing what isn’t said”.
To offer good service it’s important to put yourself in the shoes of the customer.
When you are talking to a customer it’s important to listen carefully and understand what is being said to analyze the situation and provide a relevant solution.
Personalize The Communication
Personalize communication and let your customers know that they are valued.
Adding small details to all the communication means can change the way a consumer behaves.
For instance, consumers are more likely to do business with a company that addresses consumers by name and sends relevant information.
So, when you are getting in touch with a customer, personalize the communication, read up on the customer’s history, and ensure that you have all the relevant information.
This might seem obvious to many, but there are still several companies that get this wrong to this date.
Always remember that “Although your customers won’t love you if you give bad service, your competitors will.”
When done correctly, effective customer communication can create great loyalty and drive sales by huge numbers. However, when done poorly you will end up losing customers like drops from a leaky bucket. So take your time to assess the way you’re communicating with your customers and determine what needs to be changed.