96% of customers think businesses could improve their communication and project management. With the market overflowing with competition, businesses should optimize their communication and make it as efficient as possible to turn customers loyal.
What are the best ways to do that?
Embed Values Into Your Communication
71% of customers prefer dealing with brands they share common values with. This percentage grows to 83% with millennials. By communicating your values, you can attract customers who share them. They will be loyal to your brand not only because they like your product, but appreciate the way you operate:
- Authenticity and honesty — less pretense and more authenticity will increase customer loyalty, since 86% of customers base their buying decision on the level of brand’s authenticity.
- Speed — 40% of customers expect to get an answer from a business within 1 hour. Making fast and correct answers part of a business communication strategy will help to better appeal to the entire customer base and, as a result, form loyalty faster.
- Approachability and customer-centricity — a third of customers say talking to a knowledgeable and friendly support consultant is the most important aspect of a quality service. Meet your customers’ individual needs and make sure your team makes customers feel comfortable and welcome.
These will help any business develop not only the right approach, but a memorable communication style.
Encourage a Proactive Approach
87% of customers are happy to be proactively contacted by businesses, especially when it comes to service issues. While some businesses, like sales or telemarketing, are impossible without a proactive approach, most companies wait for customers to contact them. They risk facing the decrease in satisfaction as well as the number of customers.
To ensure proactive approach to communication:
- Create a knowledge base — it can help customers find the information themselves, eliminating the need to talk to anyone.
- Request customer feedback through every channel possible — Brightlocal estimates about 68% of customers will leave a review if asked. Businesses need to leverage every communication channel at their disposal to gather feedback and improve customer communication and journey.
- Follow up on bad feedback — reaching out to customers who have left a bad review, asking them about their experience, and acting on their feedback will give business more chances to improve your service and establish a more open communication with the customer base.
Improve Your Internal Communication Flow
97% of professionals believe communication impacts their daily tasks.
How do the members of the support team communicate with each other? Do miscommunications result in mistakes? Are there any roadblocks that might reflect on customer satisfaction and loyalty? These questions should be in the center of any business’ attention. Broken communication flow can result in lower team efficiency and a decreased number of customers who turn loyal.
86% of professionals say ineffective communication is the reason beyond their failures at work. Promote team building activities. Let the team communicate as much as they want in- and outside the office. Make sure there are no conflicts and misunderstandings.
By building a team where members communicate with each other, a business can ensure a high quality of customer communication, which will ultimately lead to loyalty.
Developing a common set of values, encouraging a proactive and efficient customer communication and assembling a perfect team are just the first steps a business can take on its way to a high satisfaction KPI and a loyal customer base.
Daria Leshchenko is Partner at SupportYourApp — Support as a Service company with a focus on the tech industry. Taking charge of SupportYourApp at the age of 21, Daria turned it into a multinational business and one of the TOP-3 customer support providers. Today SupportYourApp has 3 offices in Kyiv with 900 people on a team and 150 clients from around the world. Daria graduated from MIM business school, the Aspen Institute Kyiv and is a Harvard Kennedy School alumna. She is also in Top 30 under 30 list by KyivPost and #1 on the list of Top 50 Entrepreneurs in Ukraine by MC.Today. In 2021 Daria was recognized as the Woman of the Year in Customer Service by the Stevie Awards. Daria is a startup mentor, a public speaker, art and sports enthusiast.Posted on