Businesses interact with customers through email, phone, live chat, social media, traditional mail, in-person exchanges, and more. Every communication channel allows you to positively influence your relationship with your customers.
Mishandling interactions can frustrate customers and harm your business. Discover four ways to improve interactions with customers and clients.
1. Show Gratitude
Whether you’re interacting with customers through marketing, sales, or customer service, always show your gratitude for their business. Thank them for their interest, patience, and loyalty.
Express your gratitude in unique ways to keep your message fresh and engaging. Customers appreciate small gifts, but keep them thoughtful and relevant. For example, you can give seasonally appropriate promotional items that customers will use when they get them.
2. Communicate Clearly
No matter how great your business is, everything can’t go right 100 percent of the time for every customer. Customers might have issues with the performance of a product or service, or your company might experience a crisis. Improve interactions with customers and clients by communicating clearly about the subject.
Explain the issue to the customer and apologize for the problem. Let them know how you’re fixing the problem. If the issue is ongoing, send updates periodically to let everyone know you’re treating it as a top priority.
3. Be Easy To Contact
Make it easy for customers to reach out to you. Have at least a few ways for customers to contact your business. Each method should be straightforward, especially since customers often try to talk to you about an issue or concern. You don’t want to make such a situation more stressful.
Respond to customers’ statements in the same manner they reach out. For example, if someone reaches out on social media, avoid telling them to give you a call unless necessary. Straightforward communication is a customer retention strategy that drives loyalty.
4. Respond to Customer Feedback
Finally, gather customer feedback and respond to it. Ask for feedback in surveys and direct conversations.
Feedback can help you improve your products and services and improve customer satisfaction. Discover what customers appreciate and what they would like changed, and use these comments as a guideline for effective corrective action. Customers will notice that you hear their concerns and care.