I love to observe how employees and small businesses commmunicate with their customers as an outsider? If you are like me, I become aware of the enormous impact communication has on the overall customer experience and business success.

Effective communication is no doubt at the center of a memorable customer experience. If a small business fails even once to deliver a positive experience, there is a risk of losing a customer. According to recent research, 32% of consumers would stop interacting with a small business after a single unpleasant experience at a touchpoint.

For people to feel heard, supported, and acknowledged, a customer communication strategy must be in place. Nowadays, it is critical for a small business, with customer-facing employees, to be comfortable with face to face conversations along with digital strategies.

What is a Customer communication strategy? Well it is any verbal interaction your customers have with your business. These interactions can take place across various channels such as e-mail, phone calls, live chat, or face to face conversations.

Over the past few years, working with my coaching clients, they have understood that communication is a powerful tool for building long term trust. When they are involved in conversations intentionally, their customers turn into business advocates and loyal customers. To maintain strong customer relationships, your business should revisit your communication strategies regularly. Let’s take a look at some of the tips for efficient communication for your business

To develop an outstanding communication strategy with your customers, your small business must be ready to track and measure every touchpoint along your customer journey. Exceptional communication skills take time and training. However, you can start building long-lasting and trustful relationships with your customers today.

1. Practice active listening

Effective communication with customers starts with active listening. The purpose of listening is to understand the customers’ problem, and not to respond to it immediately. Unfortunately, many businesses respond to a request without taking the time to listen and empathize. Asking questions to understand what the need behind a certain problem is. The skill of asking powerful questions has two key benefits: to develop empathy and to gather customer feedback.

2. Personalize your communication with customers

Who loves receiving generic emails and responses to a request? Not me! Customers today expect small businesses to build a relationship with them. One way to achieve a strong bond is to personalize every interaction you have with customers. Using their name is one way to do it and do it often.
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Personalized communication surely pays out. According to a recent study, 91% of customers are more likely to shop with businesses that recognize, remember, and make offers personal to them. The guaranteed way to personalize your interactions is to ask good questions. People appreciate when a business show curiosity for their unique personalities.

3. Speed matters

Have you ever experienced waiting on hold too long just to get through on the phone with the CS agent or business? Let’s face it. It is one of the worst things to experience as a customer. Nearly 80% of American consumers say that speed is one of the most important elements of a positive customer experience.

4. Invest in multichannel customer interactions  

Over the past two years, the pandemic created a sharp shift in how businesses communicate with customers. Due to the new circumstances, people became more comfortable with using technology. According to research around 55% of adults will prefer digital channels post-pandemic. Live chat is currently one of the most preferred digital communication channels. 74% of consumers believed that live chat should be available on a retailer’s website.

5. Provide choices

Choices for Productive Women, with Allison Sheridan ...

The best way to communicate with your customers is to allow them to have control over the type of information they want to share with you. In this way, you allow them to decide whether they prefer an email, phone, in person or chat interaction. So ask them!

There are many factors impacting customer loyalty, but after all, everything starts and ends with communication and relationships. A good customer experience has a 96% impact on how loyal customers will be to your business. Good communication with your customers is an opportunity to tell a story, gain trust, build long term relationships, and turn your loyal customers into ambassadors. Now that is MAGICAL!

Want to schedule a communication and relationship training session with your team to increase customer loyalty and profits? Contact Coach John today! info@johnformica.com