At the core of every good relationship is communication. We have all heard this a thousand times, but don’t forget your customers are also included in that statement! Fostering great relationships a.k.a satisfied, returning customers requires a great deal of attention paid to communication. With social media rapidly increasing in importance, companies are beginning to place a much higher value on the voice of the consumer. However, it shouldn’t just stop at social media! Communication and conversation needs to continue throughout the day to day activities of the business.
Here are 3 simple ways to optimize the communication with your customers:
1) Communicate on a regular basis: If you are not communicating with your customers, they will forget about you! Keep them close to you. Ask for feedback, use in-store surveys and focus groups if necessary. Communication doesn’t have to be as formal as a survey, simply talking to your customers and asking them for suggestions is beneficial. It allows your customer to feel important, while giving you essential comments. Talk to them often!
2) Use complaints as “relationship savers”: If someone is complaining, they are giving you the opportunity to save the relationship. Customers that are unsatisfied and do not complain may leave and never return. A complaint offers you the opportunity to communicate and resolve the issue.
3) Keep the customer in mind with marketing messages: Remember that what is important to you may not be what is important to your customer. It is easy to get distracted in business and lose sight of what your customer needs and wants. Your surveys and communication will help point you in the right direction, but taking that advice and transferring it to a marketing message is the next step.
For example, your customers may have told you they appreciate the variety of products you offer, but you always thought the real draw was your low prices. This may take a marketing shift to begin creating a message that is truly appealing to the audience you want to reach.
Any other tips on customer communication? I’d love to hear your feedback.
