6 Effective Customer Communications Processes

There are 6 effective customer communication processes every business owner should know to build their companies, effectively. Well, they are more than 6 but we will be focusing on the 6 most effective communication processes. 

Have you ever just decided to check out your company’s reviews online and thought “this is a disaster!” Don’t be saddened! You are not the first who has been in that kind of situation. As a matter of fact, most CEOs would hire an expert for the job rather than bother themselves with it. 

Having a strong customer relationship is important in the retainment of clients. You don’t want to have people come into your business and eventually lose them to competition. This hurts! Imagine putting in so much effort in providing the best product or commodity and no one gets to benefit from it because of a dreadful customer experience.

Here are 6  important CUSTOMER RETAINMENT STRATEGY for your business.

1. Have faster customer support.

Having fast customer support can determine if a client patronizes you or goes with someone else. Sometimes, there is this apprehension on whether your company can meet up with their particular needs and they want quick responses to their questions. Also, there is the instance of needing their complaint sorted out in time. It takes split seconds for customers to make up their minds on if they want to opt for another brand. This usually happens when they don’t get the results they desire.

2. Identify the preferred choice of communication channel for your clientele.

Do not compare your clientele’s demography with that of another company. You might be providing the same services yet; their audience might be different from yours. There are so many things that determine this. One of which is the branding process of your product or business. You get to hear owners of businesses say they get a bulk of their clients from Facebook; some may say they get theirs from Twitter and another could say their audience is gotten from Linkedin. 

You have to be able to identify the preferred choice of communication channel for your clientele and give it more of your resources. If a large bulk of your customers come from Instagram you can not use the same resources on other platforms. You don’t have to ignore any other communication platform but make sure the resources provided for them are in correspondence with the noise you get from the platform. 

3. Reduce the wait time of customers. No one likes to wait!

No client likes to be kept waiting. Whether you sell products or offer services, make sure you don’t keep customers waiting for too long. You may consider scheduling an appointment for them instead. Emails should be responded to promptly. There is a general rule of 24 hour. If this can not be achieved, there should be an automated mail responder.

4. Track customer satisfaction by providing mediums for reviews, complaints, and suggestions.

Although most business owners are not usually comfortable with this. However, it is a beneficial thing to do for your business. Customer Reviews open our eyes to things that might not even fall under our radar. It helps you take responsibility for the services being rendered. Most importantly, it helps you understand areas where there are lapses or where you have been doing good. The customer’s review is symbiotic. It helps the clients and the business owners as well. When they are positive, the reviews help convince potential clients.

How to fulfil your customer’s expectations?

• a. Know your target audience.
• b. Find time to study your customer’s needs.
• c. Say & do!

5. Improve customer loyalty.

Many people complain that they do not have enough resources to reward customers for their loyalty and so they just ignore the idea. There are many ways to improve customer loyalty and they include: discounts, meeting up with their expectations, having interactions with them, rewarding regular customers and giving attention to the littlest of things.

6. Monitor social conversions. 

This is a very important aspect of growing your business brand. Funnel your attention to your social analytics. Look out for metrics that reflect your brand’s awareness, engagement, conversion rates, and the reflection of consumers. 

To sum up, no business owner wants to be vulnerable and although we say we are open to customer feedback we know we are putting ourselves up for potential criticisms. Your customers are the backbone of your business and effective communication with them will improve business. Going above and beyond for customers is what separates companies that thrive from companies that only survive. Finally, be accountable, transparent, and positive and the above processes will pay off!

We look forward to partnering with your company to achieve your business and financial goals! Call one of our consultants on +1 (301) 284-1028, (240) 334-8144 or send us an email: info@conedgegroup.com