High Streets Initiative 31 January 2018

Five tips to help improve your customer communication strategy

Make your contact information easily accessible to customers
Here, the CEO at?Yonder Digital Group, Chris Robinson, offers owners five easy tips to help improve their firm’s communication strategy and to keep customers loyal to their brand.

Customer experience is one of the biggest challenges small business owners face, and it definitely shouldnt be overlooked.

Every year for UK businesses, poor customer service reportedly leads to 12bn in losses, and low contactability? standards has been revealed as one of the key reasons.

A recent survey of over 2, 000 UK consumers from digital group Yonder showed that the majority of sectors are failing to provide excellent? contactability to their customers by making it difficult for them get an answer to a query or resolution to an issue.

Utility companies, DIY stores, fashion brands and delivery firms were, for example, amongst those business types rated as poor? in terms of contactability by almost a fifth of those consumers polled.

On the other hand, online retailers, banks and hotels ranked high in the list, despite just 20 per cent of consumers rating the overall communication strategy of firms in these sectors as excellent.

This data is particularly worrying when combined with previous research, which showed that 81 per cent of consumers tended to take their business elsewhere if their queries werent answered quickly and effectively enough by a company.
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The old adage every customer counts? is even more pertinent for small firms, since any customer who defects and takes their business elsewhere will ultimately have a significant impact on the bottom line. Therefore, keeping customers happy is key.

A voicemail message is not what your customers want to hear when they call for your help. Here are five easy tips to help improve your firm’s communication strategy.

don’t hide your contact details

No one likes to waste their time looking for a contact number or email address. If your customers need help or have a question, theyll want to find a way to get in touch with you as quickly as possible. Make it easy for them and make your contact information easily accessible.

Give your customers the power to choose

Some 84 per cent of consumers are more likely to stay loyal to brands that offer a range of touchpoints. Business owners can adopt a multichannel approach by providing a range of options for your customers to get in contact. This will allow your customers to choose the best option for them, whether it is an email, a phone call or posing a question on a live chat platform.

Customers enjoy live interaction

While more and more small businesses are investing in digital technology and channels to support their customer service, 87 per cent of UK consumers said that they tend to stay more loyal and increase their business with companies that offer a real person to talk to when needed.

Live interaction is more direct and it offers a more personalised service. For example, if a customer service agent is aware that a customer is a regular buyer, then they can personalise their service and look for opportunities to upsell.


 
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