The Bible of Effective Customer Communication and Retention
Ready with all your products and/or services? Waiting to get amongst your customer base? To convey a clear, strong and direct message, it is quite essential to have effective communications in place. The more clear your business’s ability to communicate are, the more clearly it reflects your message in both B2B and B2C target markets.
Customer satisfaction hinges on good communication. When interacting with the general public, especially when it comes to B2B firms, we grasp this instinctively. Selling to a business can be a lot more difficult than selling to a consumer. B2B selling is more about building relationships than making one-time sales. Make a connection with your clientele, and you’ll be able to develop the relationship over time. As a result, strong communication is even more important to keep your clients happy.
With B2Cs, communication is vital for understanding your consumers’ needs, addressing their complaints and delivering them the products or services they truly desire. And so, good communication abilities for B2Cs are essential even though the approaches and end results may differ from those of B2Bs.
We believe that communication is important to get a hold of your customers, sell them a product/service, and solve their queries and issues irrespective of industry. From digital marketing to a locally owned shop, effective communication is the key to success for any business.
In this blog, we will take you through what it means to communicate with your customers, some tips on how to do so, and some things you should definitely avoid.
Communicate effectively for business ideas and people associated
It is essential for business owners to be able to communicate effectively. Your ability to communicate can mean the difference between closing a transaction and missing out on a lucrative opportunity.
Customers and clients should be able to understand corporate policies and ask questions about your products or services, and you should be able to answer, clearly. In order to attain your objectives, it is critical to communicate well during negotiations.
In fact, communication is also crucial within your company. Effective communication can help in developing a positive working connection between you and your employees, which can enhance morale and productivity.
To avoid such faux pas, we have curated a list of some effective techniques to include and practice, which will enable you to ace your business communications.
Create WhatsApp groups
When it comes to business communications, Zoom and Skype are what’s on everyone’s lips, but WhatsApp can actually help streamline your business activities. With a 98% message open-rate, WhatsApp has become the new way of marketing. Further, 79% of professionals say they are currently using WhatsApp for work-related communications.
If you’re a B2B business struggling to organise the constant back and forth of client communications, why don’t you connect via a tool that your clients are already using and are familiar with? Your clients and your team will both be comfortable communicating via WhatsApp.
WhatsApp allows your teams to engage in two-way communication with clients, which ultimately improves customer care by being able to chat in real time. With WhatsApp groups, you can easily track and streamline all the communication that goes in and out of your business.
Develop an Operations team to ensure efficiency
To ensure effective communication, the first step is to create an operations team. The purpose of this team is to ensure the quality and consistency of your business’s communications with its customers, maintain transparency in internal communications, increase efficiency through better connections and create a vision for your business that can be shared by all employees.
A quality management programme can be deployed through the efficient operations team. This programme will ensure that high standards of communication with customers is maintained and efficiency is ensured. Effective communication within and outside the business can boost customers’ satisfaction and employee retention alongside increased referrals.
However, the operations team needs to be active throughout the communication. They can do frequent WhatsApp checks/scans to ensure all the clients are being responded to in a timely and appropriate manner.
Using social media for communicate with customers
Posting on social media is like speaking to all of your customers, or potential customers, using a virtual megaphone. Businesses can use social media to engage with their customers in a unique way. Further, businesses can interact with customers about addressing the problems and complaints they have, and also convey the story of their brand.
Most importantly, social media can be used to inform your customers about new products, and give them a sneak peak at what’s coming up next. With the constant increase in buying decisions being made on and because of social media, it is essential for you to figure this platform out!
Swap to an issue tracking spreadsheet
Excel has a lot to offer in terms of issue tracking. It’s adaptable, straightforward, and quick, and it makes it simple to refer back to previous conversations, requests, and responses.
An issue tracking sheet can assist you with reporting and monitoring how well problems are resolved, as well as analysing the different types of requests that are being entered into the system. Further, it’s much easier to tell if your team is working efficiently or whether the same problems keep showing up when all incidents are tracked.
It’s also important to track the minutes of client meetings to ensure that all matters of business are recorded and expectations are clear.
Keeping a checklist
When it comes to providing exceptional customer service, there is no one-size-fits-all approach. The top teams, on the other hand, follow the same core principles. A proper communication checklist ensures that, when speaking to customers, all the important information is conveyed, and the requisite details of the customer are retrieved. With a consistent flow of information, customers will enjoy interacting with your business and be induced to spend.
Most importantly – be attentive to their needs
Make a sigma rule to keep your ears open while communicating. If you want your team to develop effective communication, make them practise patience and attentiveness. Make sure your team pays full attention to every word that the customer says. The team should also research and analyse what issues or problems the customers might be facing and proactively predict what they want. This should be done before customers come to your team.
Develop and learn difference between soft and hard skills of communication
Developing effective communication can be divided into two categories — developing soft skills and improving your hard skills. Do you know what hard and soft skills are in communication?
Soft skills are personality traits that relate to communication. For instance, the way to talk, walk and handle pressure are your soft skills. Also known as human skills, some are gifted, and some develop these skills over time to maintain effective communications. These skills include –
- Critical thinking
- Creative thinking
- Positive attitude
Hard skills are the ones that can be easily demonstrated with certificates and degrees. For instance, your master’s or bachelor’s degree is your hard skill. It shows that you are educated enough to understand the same level of terminology, etc. In communication, hard skills include –
- Familiarity with the product or service you are selling
- Knowledge about the business you work for
- Ability to use software programmes
You can develop both hard and soft skills by reading books on the subject like “Unleash the power of storytelling”, “Five Stars”, “Just Listen”, “We need to talk”, etc., and software or courses like “type master”, etc.
Modern methods for effective communication
We live in an era where food is delivered faster than an ambulance. Moving towards a technologically paced world has also brought changes in communication. Now, customers don’t have to stand in long queues to get a complaint sorted or solve a query. They can simply mail or connect with businesses on their apps or websites. So, mentioned below is the list of modern tools used in communication.
- Text Messages
- Social Media
- Video Messaging – Ads
- Web Chats – AI Bots
- Phonic Conversations
Things to avoid while communicating – The 100% don’ts
It’s important for you. as a business owner, to be mindful of things that are 100% a no-no when it comes to your communications. Here is a list of things that you must avoid at all times –
Never make assumptions, don’t jump to conclusions. Listen to the customer first and then make a firm decision. Rather, try to keep an informing, straightforward and polite tone. When it comes to difficult conversations, make sure that you have them over the phone or in person, as tone is an aspect that often gets missed out over text or email.
Always pay attention and ask whether you understand what the customer is trying to say. Make sure that you are 100% sure before giving them a response.
Not keeping track of issues
Consumer unhappiness doesn’t just damage your sales and revenue; it can also lead to a negative brand reputation, which can have a long-term impact on your business. As a result, keeping track of client concerns is critical for improving the quality of your services and products, which in turn improves customer satisfaction.
Lacking clarity & beating around the bush
Do not twist and turn your words. This will only upset and annoy them further, and you might lose a precious customer.
Savage and Palmer understand the vital need for effective communication and aims to improve your business. Our team uses all the tips mentioned earlier to ensure an effective and fruitful conversation.
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