4 Steps for a Strong Customer Communication Strategy
Customer Communication Strategy—Why It Matters
Communication strongly determines the attitude of users towards the company. Hence, it affects whether they return. A customer communication strategy allows for better communication. It outlines both the information you provide in your promotional messages and the manner in which you communicate in person. And it’s worth working on constantly.
Users, their experiences, and their requirements change. It is important to track these changes and adapt to them. In the following post, we have prepared some tips to help you improve your communication strategy with your business customers. They are all pretty simple. If you need to improve interaction with customers without major changes in activities, then we recommend reading to the end.
Define communication goals
Developing a customer communication strategy should start with clear objectives. Make sure you outline what your communication should achieve before you dive into the details. It is also important that your communication is consistent with business goals. Where is your brand now? If the company has just entered the market, then focus on general information. It is important that people know about your brand and what it has to offer. Conversely, if the company is a more experienced player, then it is worth focusing your communications on increasing the demand for your products.
Start with objectives
To achieve each goal of your communications strategy, different activities are needed. Therefore, it is important to define the objectives first. Here are some of the most popular targets in a customer communication strategy:
- Increase awareness.
- Build the loyalty of employees, partners, and customers.
- Attract new users.
- Stimulate shopping desires.
- Educate the target audience.
- Position the brand as a field leader.
- Increase awareness about a product or new line.
- Work with the negative.
- Affirm (and when needed, correct) the company’s image.
Take the time to not only choose a goal but also make it as specific as possible. This will ensure reachability. Also, set the timeline and indicators by which you plan to track the effectiveness of activities. In the future, this will allow you to adjust the strategy.
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Digital communication strategy to improve customer loyalty
Your target audience is highly likely to include clients from different generations. While each generation may have different preferences in communication methods, you can explore different options to ensure a comfortable interaction with each group.
First, ditch your generational stereotypes. Focus instead on research and refer to real data.
Every generation has a desire to communicate. However, their communication preferences may differ. Here are some data-based insights on communicating effectively with different generations:
- Baby boomers grew up talking on the phone, so it’s a familiar communication method for the generation. Therefore, make sure that contact numbers are accessible. Service can be accelerated by implementing an interactive voice response system.
- 92% of consumers use email. Therefore, it is worth providing a quick, email-generated response to inbound emails, as well as developing a personalized mailing list for outbound outreach to your clients and prospects. 67% of Gen X consumers like to engage in this way.
- Millennials largely prefer text communication. For this style of communication, you can use social networks, SMS, instant messengers, and so on. Make sure to provide prompt communication and a timely response. Automation is appropriate.
- For Generation Z, constant brand availability is a priority. To achieve this, create an omnichannel communication system.
Personalize your communication
Loyal customers are the main driving force behind your company. They provide a solid foundation. Having loyal customers makes it much easier for a company to get out of crisis situations and expand its activities.
For people to come back to you, a communication strategy with a customer must demonstrate that the person’s interests are important to the company. A great way to reinforce this is to provide a personalized experience.
This can be done in different ways. One way to do it is by maintaining constant communication. Don’t end the conversation after a purchase is complete. Show more concern and attention by sending additional follow-up messages.
Factors to consider for follow up messages
- After a purchase, ask about the customer’s experience using the product. Did the customer like everything? Is the person satisfied with the result?
- Deal with negative reviews. If someone wrote a negative comment, react to it. This is a great opportunity to start a dialogue and get better. Ask for details. Find out what you can do to improve the situation.
- Pay attention to positive reviews. Be sure to give thanks for the feedback. You can also ask the client for recommendations.
- Congratulate clients on achievements and anniversaries.
Use positive language
Positive language is a simple way to help relieve tension from a situation. For example, when you need to deal with a customer complaint, paying attention to the words you use in your message can help build trust.
Positive client interchanges are key to an effective digital communication strategy to improve customer loyalty. Here’s a quick example of how to reframe a message with more positive reinforcement without altering the message meaning:
Option 1: Don’t click on the red button.
Option 2: Click on the green button to move forward!
The second sentence sounds much nicer, doesn’t it? There are also phrases that should be taboo in your customer communication strategy. In particular:
- Take it easy
- Yes, but…
- You do not understand
Exclude these from communication. Such phrases will not help solve issues, and can actually exacerbate the situation. Instead, try to be kind. With just a couple of relevant phrases, your clients will feel that their problems are important to the company. We recommend adding the following wording to your arsenal:
- How can I help you?
- Could you please clarify?
- We will do everything possible.
- Definitely. Absolutely!
- I will consult with my team on your issue.
An enhanced customer communication strategy should also communicate complex information easily and clearly. One area you can apply this is in your technical features of the product. When possible, add a friendly tone to them.
And remember, your messages must be literate. No spelling mistakes are admissible. Consider services like Grammarly or the assignment writing service UK to make sure you are credible and appear to be an expert.
Customers are the driving force behind a brand. It is important to remember that behind every purchase there is a living person with feelings and desires. By paying attention to them, you are providing more than just a product, but also quality service.
The above solutions are a small part of what can be done to improve communication with your target audience. For more recommendations on customer loyalty and communications planning, check out our post on 9 Proven Customer Retention Strategies for E-commerce and our post on What Rachel’s Kitchen and Como Can Teach Us About Loyalty.