Customer communication is paramount to the success of any business, whether brick-and-mortar or online. People are looking for companies that diverge from the traditional secrecy of the big business corporation. They want to spend their money at businesses that can connect with them on an emotional level.
We are going to take a look at some of the best ways to communicate better with your customers below. It’s important that you read this from the perspective of a customer. Putting yourself in the customer’s shows will give you added insight into what you can do to improve.
Get Active On Social Media
This should be something most businesses are already doing. Having active Facebook, Twitter, Instagram, and other social networking accounts is crucial in the marketing environment of today. Customer opinions are swaying the views of other customers at the click of a submit button on a post or tweet.
Social media is the ideal place to get that direct link to customers where you can promote new products and events involving your business. There are several companies that do a good job on social media like Taco Bell or Jet Blue. Nu Skin is another company that does a great job of this on their Facebook page, and the Nu Skin reviews page offers a great outlet for customers to give feedback. Businesses need to realize that all those followers and subscribers are targeted leads for their business. It’s also a great place to make a personal connection with clients. Posting pictures of your staff and business helps people create an image in their mind about your business. No longer are they dealing with business XYZ; they are dealing with Lindsay, John, and Joe.
Build A Forum Or Online Community
One of the best ways to better communicate with customers who are interested in the services you offer is through a forum about those services. By opening up a forum in your select field you can directly answer customer questions, have discussions about your services, and continue to share new information.
This isn’t difficult to do. You can create LinkedIn Groups, Google Plus Communities, and Facebook Groups. Once you set these communities up you can share your products and services with potential customers who enjoy what you are offering.
Provide Customer Surveys
There is no better way to find out what your customers think about your business than by asking them through a survey. If your business is solely based on online sales you can quickly establish a questionnaire after purchase to see how the customer’s experience was. They will be able to provide you with valuable insight on what they liked about your site and what they didn’t.
For brick-and-mortar businesses, collecting an email address and sending a link to an online survey is just as easy. People like it when their opinion is valued. Show your customers you value their opinions by asking for them.
Monitor Review Sites Often
It’s very easy to post a review on anything in a couple of minutes. To uphold the reputation of your business and ensure your customers are having the best experience possible you’ll want to monitor popular review sites regularly. These include sites like Yelp, Google Reviews, Angie’s List, Consumer Reports, DexKnows, and Citysearch. See what customers are saying about your business. Be sure to thank them for good reviews and go out of your way to resolve those not so good reviews.
Make Sure To Get Their Email Address
Grabbing an email address offers a great opportunity for communication with your customers. It allows you direct access to their inbox. However, many businesses abuse this and end up getting more unsubscribed customers than active ones. When using emails you want to provide customers with some sort of value for being a loyal subscriber. This can be as simple as offering exclusive discounts.