Customer relationships are key to your business’s success. In order for these relationships to thrive, you need effective ways to communicate with your customers. After all, it could be customer feedback that sparks your next big product or service idea. Prompt communication with customers can also enable you to salvage the relationship even after a bad experience.
Many transactions today happen digitally, rather than in person. You’ll therefore have to use digital communication strategies to communicate with your customers. Here’s how to build two-way communication channels with your customers.
You probably already use text messages on a personal basis to communicate with friends and family. Texting is fast and easy to do from anywhere, so it’s no surprise that many customers consider it their preferred method of communication. Implementing text message automation in your business can help you reach customers more efficiently than emailing or calling.
For service-based businesses, a business texting service is a convenient way to handle appointments. You can send automated appointment reminders and give customers the opportunity to cancel or reschedule via text. After customers make a purchase with you, send them an automated text message receipt. You can even create text messaging marketing campaigns to promote new products or services.
To make the most of your business’s text messaging efforts, it needs to be a two-way street. Promote text messaging to your customers as an easy way to ask questions or provide feedback. Have your number posted prominently on your website and in your marketing materials so customers know how to reach you.
Reviews act as a form of social currency in our digital ecosystem. In fact, 49% of customers trust the reviews they read online as much as in-person recommendations. Since customers today have so many options to choose from, reviews help them narrow down the businesses they want to purchase from. Positive online reviews come with a significant reputation boost, while negative online reviews could harm your image.
Either way, online reviews are one of the best ways to get honest, authentic feedback from customers. When managed correctly, online reviews will serve as an effective two-way communication channel that improves your business. The key is to read each review seriously and implement helpful feedback when it arrives. You can even respond to reviews directly, thanking customers for positive ones and taking steps to resolve negative ones.
Avoid the temptation to delete negative reviews. If you remove a complaint, you’re squandering an important opportunity for growth. Deleting reviews can also have a negative impact on your business if customers catch on. Instead, respond to the bad review with empathy and state what you’ll do to resolve the issue. By doing so, you can turn a negative customer experience into a positive demonstration of your commitment to customer satisfaction.
Social media has become a very effective forum for two-way communication between businesses and customers. In addition to sharing content, you’ll have the chance to comment and message directly with your audience. Using social media helps your business keep a finger on the pulse of marketplace trends and get feedback directly from customers.
Most social media platforms offer a few methods for communicating with other users. Users will be able to comment publicly on your posts, and you’ll be able to respond. Followers can also send you direct messages, which are private. This is a great way to chat with current customers and potential future ones. Respond to messages as promptly as possible to keep the conversation flowing.
Social media communication is also great for boosting awareness of your brand and building an identity. For example, you can comment on the posts of influencers in your industry in your brand voice. This gives your communication a fun personal touch that consumers enjoy. It’s also a good tactic for increasing your brand recognition among your target demographics.
As your business grows, sometimes you’ll require customer insights on specific issues. For example, you might need to know exactly what your target demographic thinks of a new product or marketing initiative. Online surveys are one of the most efficient approaches for gathering this feedback.
There are many ways to create and send out your online surveys. For complex surveys, you may have to partner with a market research company. They will help you find a balanced sample of survey takers and ensure you’re asking the right questions. They’ll also assist you in interpreting the results to glean valuable customer insights.
Alternatively, you may be able to conduct less complex surveys on your own. Platforms like Google Forms make it simple to create your own survey content. You might opt to send out a survey after each purchase or appointment, for example, to gauge how customers felt about their experience. This real-time feedback will give you a look at what your customers are actually thinking and where you can improve.
Opportunities to talk to your customers face-to-face can be rare these days. Implementing these digital communication strategies will help you build a stronger relationship with customers. Two-way communication is essential for getting feedback and improving your business offerings. Luckily, digital tools make it easy to reach your customers quickly and seamlessly.