What would happen to your business if you lost 59% of your customers?
Would your reputation ever be able to recover? Would you be able to keep your doors open at all? How long would it take you to rebuild the customer base that you lost?
If you don’t prioritize better customer communications and service, you might find out the answers to these questions, since nearly 60% of consumers won’t ever do business with a company again after just one negative experience.
But what is the best way to communicate with customers today, and what steps can you take towards improving your overall communication strategy this year?
Read on to find out.
1. Focus on Omnichannel Communication
A successful customer communications plan is all about meeting consumers where they are, and understanding the ways in which you’re the most likely to reach them.
Remember that in today’s world, your customers have multiple channels through which you can communicate with them.
Just take into consideration the fact that the average person has a minimum of five different social media accounts. Of course, some of your customers may not have any social media accounts at all.
Instead, they’d much prefer to be contacted by telephone, through email, or even by good old-fashioned snail mail.
Others will want your company to send them texts about their order progress, upcoming sales, and more.
You need to be able to communicate with customers across multiple platforms, whether that’s in print, online, or over the telephone.
Make omnichannel communication a priority for your business, so that you’re able to contact them in the way they want to hear from you.
2. Offer Help Throughout the Customer Journey
If your goal is to increase your conversions and your customer satisfaction at the same time, then you need to be available to assist your customers when they’re struggling to understand what to do next, which products to choose, or even how to fill out forms.
To make this happen, you’ll need to identify the problem points within the overall customer journey to make communication with customers even stronger.
In order to figure out where customers are abandoning your site or having other issues, you need to put yourself in the shoes of the customer as well as look at what the data is telling you.
Customer journey mapping makes this possible — and helps you to determine the kinds of solutions you need to implement.
Could adding a live customer support chat or even a chatbot help your customers to learn more about a particular product or even guide them towards the specific services that best suit their needs?
Can you allow them to use autofill features in order to eliminate the need for them to manually enter data on your site?
If customers leave your site without purchasing items in their cart, would sending a follow-up email reminding them of what they’ve left behind be the incentive they need to complete a purchase?
Your website needs to mimic in-person customer service as closely as it can — and be able to provide a personalized level of attention in real-time.
3. Know the Customer’s History
Did you know that the average consumer is willing to pay approximately 16% more if it means they get exceptional customer service?
If you want to justify higher prices — and even if you already charge competitive rates — you need to do everything you can to personalize the customer service experience.
Before you respond to a customer, or while you’re answering their questions, make sure you have their order history and customer account pulled up in front of you.
When you speak with these customers, note their preference of tone, language, and the kind of problem they’re calling about. You can save these preferences in your customer file and generate documents and future communications based on what you know the customer wants.
Note down details like their age, the amount they usually spend with you, (so you can make suggestions in their budget) and additional demographics.
The more personalized you can make your communications, the higher the number of loyal customers you’ll have.
4. Ensure Communication is Streamlined and Consistent Across Platforms
The last thing your customers want is to have to answer the same questions over and over again, or to dig back through old emails and order histories to provide your company with information they’ve already provided you with on a past customer service interaction.
You need to be certain that when an issue is resolved, is in the process of being resolved, or needs to be transferred to another department, everyone in your office is on the same page.
Make document and customer profile updates seamlessly, in real-time, and ensure that everyone with access to them sees these changes the moment they happen.
Improve Customer Communications This Year with These Tips
Strong customer communications are just as important to your business’s reputation as branding and the quality of the products/services you offer.
Are you ready to give customers an experience that fosters a sense of brand loyalty and makes each one feel like a priority?
We’ve helped some of the most well-known companies in the world to improve customer communications and engage with their market on a deeper level.
Now, we’re ready to extend that same offer of help to you.
Whether you need assistance with document automation, customer communication and experience management, or want to transform your digital applications, rely on Ecrion to provide you with innovative and easy-to-understand solutions.
When you’re ready to do more for your customers and grow your business as a result, request a demo to learn more about how we make it happen.
CCM Buyer's Guide
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