How you communicate with your customers will play a huge role in how they see your business. The better the image of the brand they form, the more likely they are to trust the company, and the easier it can be to retain them. With the right branding, you can make your business communication impactful, but you also want it to seem promotional at the same time. Here are a few tips on how to manage that.
Focus on clear, concise language
When you’re in marketing mode, it’s easy for your mind to run the gamut of convincing but imprecise language. However, even if you think you’re setting up a thematic point for the message, the message can get lost if readability isn’t a focus. Tools like https://www.grammarly.com/ can help you make sure that your writing is as concise as possible. Keep sentences short, as information-rich as possible, and avoid being too flowery outside of marketing
Be consistent with how you communicate
One of the most important aspects of any part of your branding is that it’s consistent. Customers should know what to expect and you should have a house style so that
- they can tell it’s legitimately a message from you and
- it’s easier for them to know where to look for the information they need.
Tools like https://www.templafy.com/ can make it easy to determine what your house style will be, and make sure that all documents, internal and external, are consistent. You can vary your style up between external and internal communication of course, but it’s wise to keep them relatively close.
Tailor your communications to them
If customer satisfaction and retention are your aims, never underestimate the impact of treating them as individuals, not simply as another customer. When you’re setting up an email list, make sure you’re using professional quality email campaign management tools that allow you to capture all kinds of data on your list.
With this data, you can make it easier to customize and personalize emails without too much effort. Automated personalization can make it feel like an email is speaking more directly to the individual recipient, even if it’s going out to hundreds of people at once.
Keep it a two-way street
Being understood by customers is well and good, but anticipate their need to be heard, as well. There are plenty of feedback collection tools you can use, as well as on-site support chats, social media channels, and more that should be open for customers to voice their concerns and ask questions.
If your business is open to feedback and even publishes the results of acting on feedback, it can create a truly positive relationship with your customers. People who feel heard feel respected, which can do a lot to boost their satisfaction.
Make sure that your approach to customer communication is unified, customized, and focuses on clarity and responsiveness above all else. Be amongst the most communicative businesses in your industry and you will see the customer response that justifies it all.