Change is inevitable, but when it comes to your business, any changes that take place need to be openly communicated to employees and customers. Proactive communication plays a very important role in customer service, and is an aspect that can make or break your business. Retaining your current customers is just as important as attracting new ones – and it all starts with effective communication. Here are some ways you can use proactive communication to improve customer retention.
Communicate Updates in Realtime
Many businesses found during the COVID-19 pandemic and Stay at Home orders, that guidelines and reopen dates were constantly changing and they were struggling to keep up. However, customers were quickly heading over to company websites to find the information they needed – often times they left with questions still unanswered.
Leaving your customers with unanswered questions can cause them to turn to your competitor instead. The best way to combat this, is to put yourself in the shoes of your ideal customer and answer their questions before they even ask them. Add a pop-up to your website to communicate new information as you receive it. Create a dedicated web page for news, events, and updates. Update your on-hold messaging with the latest updates. Drop a quick note on social media communicating these changes. Send out a quick email to your list.
There are many ways that you can update your clients and customers in real time today, and you should utilize as many of these methods as possible.
Simplify the Process
When it comes to communicating with clients, it should always be easy for them to receive the information they need. If they are calling your company, any relevant changes within the company should be communicated to them before a rep even joins the line. When they are casually scrolling through your social pages, make sure you have a clear and attention-grabbing post to share your recent updates.
Your customers should never have to go out their way to learn about changes taking place within your company. You should make this information readily available to them in as many different ways as possible, but remember to keep it simple to prevent further confusion.
If you want to be proactive in your communication, you have to think ahead. If you are working on implementing changes to come in the near future, give your customers a heads up. You don’t have to wait until the changes are in place before you tell them. Allow them the opportunity to prepare. Not only does this build trust, it also allows you to address any customer needs or concerns before the changes are fully implemented.
Effective communication is undoubtedly, one of the most important aspects of a successful business. However, proactive communication is what will distinguish your business from the competitors. Contact Smart Link Solutions today to learn more about how we can help you to proactively communicate with your customers.