Relationships with customers fuels the success of a company. How a business interacts with its customers and the quality of the communication can influence the way a company is perceived.
When customers have a positive experience with a business, they are more inclined to leave a review that reflects that. On the other hand, if a customer feels that the experience was negative, the review will more than likely address that.
Regardless of whether they are positive or negative, responding to reviews can help grow a business. It can open a line of communication between the company and the individual that left the review. For instance, if a customer leaves a poor review about the business, the company can respond by asking for more context and see if there is anything they can do to resolve the issue the individual has experienced.
Creating this line of communication can provide a company with insightful information on ways to improve their customer experience. The valuable information can help the company reassess how it communicates with customers and find ways to improve its customer service strategy.
Communicating with customers can open the door to plenty of opportunities for a business. Fortunately, there are plenty of ways for a company to stay in touch with their customers. Here are just a few options they can use.
Power Of Direct Mail
Direct mail marketing is when information from a business is physically delivered through the mailboxes of its intended recipients. The rise of online marketing and social media platforms saw many companies shifting their attention to these new forms of communication with customers.
Using direct mail became a less used form of communication with customers. Despite this decline, direct mail remains a valuable resource for businesses communicating with customers, both current and potential.
A glance at some of the direct mail statistics that providers, Lob, have accumulated shows the power that direct mail can offer to a business. Sending direct mail to customers can show that they are valued in the company. Receiving direct mail can feel more personal than an email. It helps create solid two-way communication between the customer and the company.
Engage On Social Media
Social media rapidly became an integral element in helping businesses to grow. It has enabled companies to expand their target reach. Doors to exciting opportunities have been opened due to having the ability to connect with a broader target audience. Social media has allowed some businesses to get their name out and increase their visibility. The increase in visibility has helped them in their mission to create potential leads, which later become sales. It benefits the company with an increase in interest and sales – further helping to support its growth.
Along with increasing visibility, social media allows companies to interact with customers almost instantly. They can quickly respond to any queries they might have or direct them to pages on the company’s site to provide them with the information they need.
Create An Engaging Newsletter
Creating a company newsletter is a simple and effective way to contact customers. It can be a monthly newsletter or a weekly one, depending on how much news, content, or information to share with existing customers.
The information included in the newsletter should be relevant to the business, industry, and customers. It could be worth including special offers specifically for customers who are signed up for the newsletter – it keeps customers engaged and helps generate potential leads.
Before creating the mailing list, businesses should ensure that they follow GDPR. Each of the customers they add to the mailing list should have permission to receive regular newsletters from the company. Being added to the list without being asked first could cause a business to lose a customer and face the repercussions of a potential negative online review about the company.
Reaping The Benefits
Communication is crucial for business. Internally, strong communication between departments is what helps to drive the company. It helps ensure that employees know any deadlines they need to meet, targets to hit and any potential issues they should be mindful of. Implementing and maintaining solid communication amongst the team can help the business to operate effectively and efficiently. These solid bonds of communication should also be applied to have a company interact with its customers.
Utilizing one or all of these approaches can help businesses strengthen their communication with customers. Both parties will benefit from having open lines of communication. Customers will feel heard and valued by the business. It can help make them more inclined to continue working for the company and refer others to trial their services. Companies can benefit by learning from customers what the company’s weaknesses are. They can resolve these issues and implement strategies to ensure that they do not happen again.
Strong communication with customers enables businesses to remain relevant and fresh in customers’ minds.
HR Future Staff Writer