Building strong relationships with your customers is essential if you want them to keep coming back. Finding repeat customers that regularly buy your products is the only way that you’ll build a stable business, if you can’t do that, you won’t be able to sustain a high level of sales and turn a profit. The quality of the product is an important part of that because customers aren’t likely to return if the product isn’t good, however, communication with your customers is equally as important.
If you don’t have good channels of communication with your customers and they can’t get a quick response from you when they need to, they will not feel valued and they’re not likely to come back in the future. It’s also important that you have regular contact with existing customers so you can make them aware of other products that you have available and any deals and offers that they might be interested in. Good communication will help you to drive sales up and build a strong customer base, so if you think that your business is lacking in that area, you need to do something about it. These are some of the best ways to improve customer communication in your business.
Invest in the right tools
Investing in the right tools is important in all aspects of your business. There are so many great pieces of business technology that can help you to streamline processes, save money, and improve the service that you offer to your customers. When it comes to communication, there are a few things that you should invest in. Firstly, you need to give your customers different options for getting in touch with you. If they can only phone you up during office hours and then wait on hold until a customer service employee is available, you’ll have some disgruntled customers on your hands. A lot of people are at work during the day and can’t call during those hours and some people just hate waiting on hold. People need easier ways to get in touch with you and get a quick response. Live chat services are one of the easiest ways that you can do that because it means your employees can deal with multiple queries at once and give faster responses.
Relationship management software is another great business tool that you should invest in. When you’re dealing with a lot of different customers, it’s easy to lose track of communications with them and that’s when people will be waiting a long time for a response to their emails and phone calls. But if you implement relationship management software like Spiro sales automation CRM, the whole process will be a lot more efficient. You can track all communications with the customer throughout the sales process so you can respond to everybody effectively and in a timely manner. It also helps you to track data about your customers which is so useful because it allows you to direct your marketing efforts more effectively and have more valuable interactions with your customers which are more likely to convert to sales.
When customers speak with your customer service staff over the phone or through email and live chat, those employees are ambassadors or your company. If they aren’t conducting themselves in a professional manner, it reflects badly on your business and it damages the relationships that you’re trying to build with your customers. That’s why training your customer service staff properly is so important. You need to have regular training sessions on things like phone and email etiquette and proper procedure for handling complaints. It’s not enough to give new employees a weeks training when they start and then leave them to it because people slip into bad habits over time and they’ll need a refresher every now and again.
You also need to update training whenever you implement new customer service and sales software so your staff knows how to use them effectively. Things like live chat systems can be a huge asset that improves customer communication, however, if your staff aren’t trained properly in how to use them, they can actually make the service worse.
Take advantage of email marketing
Email marketing is the easiest ways to keep in regular contact with your customers so you need to make sure that you take full advantage of it. If you can build a good email list, you can send out marketing emails with details of new products or any sales and offers that you have running and that will encourage existing customers to make more purchases with you. Email marketing is a very cost effective way to have regular communication with your customers and continue to build a relationship with them.
Having a pop-up on your website that invites people to join your email list is the best way to build it, but you can also offer incentives like a small discount on their first purchase if they sign up. Once you have built the list, you need to start writing marketing emails. It’s a good idea to use templates so you can be more efficient, just make sure that they’re professionally written.
Create quality content
Social media is a great tool that allows you to communicate with customers on a daily basis, but getting it right can be difficult. If you’re just posting marketing materials all of the time, you won’t get that much engagement from customers. People are exposed to so many posts on social media and if yours are going to catch the attention of customers, you need to offer them something more substantial, which is where content marketing comes in. If you set up a blog on your website and fill it with good quality content, then post links on your social media, you achieve two things. Firstly, you drive more traffic to your website which will, in turn, help you to increase sales. Secondly, you offer some value to your customers without the expectation of payment and make your website a valuable resource. Customers are more likely to comment on your content and read it regularly, so you’re opening up a channel of communication with them and starting a dialogue instead of simply bombarding them with marketing posts on social media.
If you can improve communication with customers and build a strong relationship with them, you’ll find that sales will increase significantly.
*This is a contributed post