Today’s brands exist in a golden age for the customer experience. Now more than ever before, they have a plethora of ways to communicate with their customers whether through email or in-person. The stakes are the highest they have ever been to deliver a satisfactory customer experience to lead to sales and purchases. If a brand wants to keep a loyal customer, they must be able to create a seamless experience from start to finish and much of that experience rides on communication.
The good news is that brands have a wide variety of ways to get in touch and stay connected to their customer base. The only downside is attempting to determine which ones to prioritize. Whether you run a brick and mortar storefront or an online website, here’s a look at four communication outlets to make your brand’s strong suit in communicating with customers.
1. In-person interactions
This one is generally the most applicable to customers going to a physical shop, but is also beneficial for entrepreneurs that work from home. (After all, you’ll still need to meet with potential partners or other outside individuals at some point!)
In-person interactions require you to pay attention to the body language and social cues of the customer as well as yourself. Be friendly, smile, look people directly in the eye, and have an understanding of their personal space. Make yourself available and present to answer any questions that the customer may have, but also allow them some room to browse and look around. They may not make a purchase today, but that doesn’t mean that they won’t return at a later date to shop with your business.
2. Phone calls
Phone calls are still one of the most reliable forms of customer service support. They allow you to address any issues that the customer may be having and walk customers through situations where they might need a bit of guidance, such as navigating a website. At the end of the call, you may even ask the customer to take a brief survey. This will let you know if they were satisfied with their call experience. If not, they can make suggestions for what you may be able to do better next time.
One of the best parts of emailing back and forth with a customer is that you are able to follow-up once the exchange is complete. Through your email correspondence, you have been able to establish a rapport with the customer and get to know them on a first name basis. After the issue has been resolved or questions have been answered, you can follow-up later to see how they’re doing and offer assistance tailored specifically to that customer.
4. Engaging through social media platforms
Does your business have a presence on sites like Facebook, Twitter, or Instagram? If so, this is the perfect place to connect with customers that have questions and help answer them in real time. You can follow some of your brand’s most loyal customers, create content that allows them to engage with your brand, and share news about new product or service launches.