Five Tips to Stay in Touch With Customers
‘Excellent customer service’ is a phrase we all hear about a lot in business advisory services, but what does it mean in practice? Well, a big part of achieving excellence in customer service is staying in touch with your customers and communicating with them regularly.
Effective communications are the key to building trust and developing the relationship between you and your target consumers. In the modern world, there is a fantastic range of new and more traditional ways to do this.
Social media has become ever-present in many people’s lives, so it follows that it’s also one of the best ways to stay in touch with your customers. LinkedIn, Facebook, Twitter and other platforms provide an opportunity to tell the world your story, invite customers in to learn what’s going on in the business and offer them an insight into the people that make it all happen. You can use posts, photos and videos to keep people informed and up to date, but don’t forget the ‘social’ in social media. These platforms allow for instant two way communication, so there’s an opportunity to really engage and interact with customers by staying active in the comments section and keeping that conversation open.
Blogging is another great communication tool which allows you to stay in touch with your customers and show them a more human, approachable side of your business. One of the benefits of blogging is that the form allows for longer, more detailed communication than the short, snappy posts people expect from social media. Not only can a blog keep people informed about relevant news specific to your business offering, it can also be a useful source of more general information about your industry and build trust by showing your customers that you really know your stuff.
A monthly email newsletter is ideal for providing updates that make customers feel connected to your brand and part of your story. You can use a newsletter to promote recent blog posts people might have missed and draw some extra traffic to your website, as well as highlighting any special news such as promotions or new products. It’s important to end a newsletter with some kind of call to action which encourages readers to actually interact with you. That might mean signing up for a promotion or contacting you directly for more information on how you can help them.
Phone and email
In spite of the exciting opportunities offered by new media, the one-on-one approach of phone calls and individual emails remains a key part of your communications strategy. These methods allow you to provide personalised customer communication specific to their individual needs, and also offers you valuable insights into your customers’ worlds and what they need from your products or services.
While all these communication tools certainly have their place, there is still a lot to be said for good, old-fashioned, face-to-face interactions. Depending on your industry and target market, many of your customers may not feel entirely comfortable with digital or phone communication and might place much more value on ‘real’ human contact. Alongside other approaches and strategies, in-person meetings remain an important part of building a relationship of trust with your customers, particularly for service-based businesses.