When you are trying to improve your communication strategy, it’s important for you to know how your customers would like to communicate. Have you done a survey with your existing customers asking them how they communicate? It may be the help you need to better determine your methods you’ll pursue in creating a remarkable customer service experience.
Once you’ve identified what channels to pursue, it’s important to be accessible whenever and however someone needs to reach you. Only having a website isn’t enough. There are so many communication channels available for you to consider. Don’t get hung up on the technology but more on the service. Ask yourself, are we currently connecting with the customer who doesn’t want to give us their contact information? Maybe someone isn’t that far in the buyer’s journey and they need more information before scheduling a demo.
Continue to do market research on your buyers and look at how they interact and be innovative. Stay ahead of the curve and don’t be Blockbuster. They claimed their customers loved reading the back of the DVD/VHS and putting it back on the shelf. Now, their customers enjoy reading about their movies from their couch on Netflix. Our communication channels matter.
To help improve customer service satisfaction, we’ve created a Communication Diagnostic for you to complete. It’s 10 questions asking about your communication strategy, both internally or externally. At the end of the diagnostic, we will email your score and give praise for what you’re doing well, but also offer feedback on areas of improvement. Complete our Communication Diagnostic and receive your Communication Effectiveness Score!