It is a well-known fact that a customer is the most important asset for any business organization. No matter how big or small an organization is, its present and future directly depends on the business given by its new and returning customers. This is where business organizations should work hard to develop and maintain healthy customer relationship, which ultimately depends on the way they communicate with the customers.
Customer communication isn’t something which stays in the top priority for small business owners. However, it must be noted that communication plays a vital role in strengthening the customer relationship. And hence, spending quality time in improving customer communication shall be an important investment in your businesses’ success.
You don’t need to hire an expensive marketing consultant, or an expert to learn how to improve customer communications. These five simple yet powerful strategies would help you in improving customer communications with an ease.
# 1 Make communication a priority The first step you should take is, make a promise to improve the quality of customer communication at each and every stage. This should be your priority, and everyone who works in your organization shall know about this. Communication doesn’t mean only one-to-one meetings, but it also includes telephonic calls, emails, messages, sales proposals and greetings. You need to work separately for each communication channel.
# 2 Train your employees You must train each employee or office staff on-board, on how to improve their communication skills. You can organize small interactive sessions every month, which would help them know about the corporate communication ethics. Guide them individually on how they can improve themselves, and help in improving the overall communication strategies.
# 3 Learn to listen Be a good listener! Keep calm and listen to your customers without interrupting in between. Understand what they are saying, and try to quickly analyze what exactly they want. This would bring a positive impact on your customer’s mind, and would also build a healthy customer relationship. Practicing the art of listening calmly would allow you to improve your customer communication significantly.
# 4 Optimize your templates If your business is using the same kind of template for all communications — like sales proposals, notifications, invoices, payment reminders, product descriptions or sales offers, take some extra time out and improve on their quality. This includes, re-writing content and re-designing the templates completely. Make sure both the content and design stand strong as per the industry standards.
# 5 Social Media Last but not the least, you need to work on an effective social media strategy. With a significant rise in the number of people active on social media platforms, you simply can’t overlook the need of an active presence on all the leading social media platforms. Learn how your competitors are using their social media platforms like Facebook, G+, Twitter, LinkedIn, Pinterest and Instagram to interact with customers. Find out the latest trends and share only relevant content on these platforms. Remember, your social media handle acts as your face on the internet. So be extra careful while communicating here.
Amit Prasad is the founder and managing director of SatNav Technologies and has business interests in a wide range of IT products. SatNav Technologies is an IT products company focusing on cloud based map data products and a pioneer in GPS, FMS & LBS Technologies. The product suite includes SatTracx in-the-field location based solutions and A-mantra in-the-office facilities management solutions. QuickFMS from a-mantra is a cloud based facility management system which enhances organization’s efficiency.