Customers and the Importance of Effective Communication
When it comes to business, sending the right message is usually the missing key factor to an otherwise successful venture. This is not due to customers only, it can be with your employees, certain investors and even your general vendors.
In this article, we will discuss some of the aspects of what makes communication successful and what hindering traps you should avoid.
But Why Is Communication Important?
The reason everyone and especially business should focus on the type of communication they deliver is so important is the fact that leaving the other party feeling like they’ve just spoken to someone who is stable, decent and holds their best interest at heart makes all the difference.
Despite popular beliefs, communication is not only for attracting new customers but rather the most important part of it is making your customer base actually stick around by having a proper BPM Solution for Banks as an example of an institution that should take this to heart. Retention is the key benefits gained from properly communicating with the other party. On the other hand, customers can be left feeling uncomfortable after being told badly without any explanation why they should pay extra for some product or even not being able to get a hold of you for a prolonged period of time. These things fester distrust and eventually a broken commitment to your product, you and your business.
Proper Ways Of Communication
Multiple Communication Channels
Having multiple channels will make the customers feel especially valued since they can get a hold of you at any given moment without due notice. For example, you can have call support while also having a website where customers can have chats with your employees or even as a last case resort, have a contact with an email as well, but make sure that it is answered in a decent amount of time.
Personalize the Communication Channels
When customers call for the 15th time, they do not want to re-introduce themselves each and every time. You want to make the customers feel like they are part of the family and that you already acquainted with them and their issues, ready to tackle anything together. This makes your customer feel special and it helps your business along the line as well.
Make Sure Everyone Is Synced
It’s wasteful if one of your employees treats your customers incredibly well while the other makes them feel like they are not even getting support from the same customer due to the difference in Service Quality. You need to make sure that all of your employees, for example, follow a strict rule of conduct and forego some amount of training before handling customers.
Failing to deliver on proper communication between you and your customers can mean the difference between a successful company with many happy and retained customers and co-operators and a neglectful department with too much time on their hands. Make sure you are not the former!