Communication and ongoing customer feedback are essential for business growth.
Having an open dialogue with your customers is vital. There’s a double benefit to your business:
- You can anticipate problems and stay aware of how you’re performing, rather than discovering days or weeks afterwards.
- Your customers are more confident about the service you provide as a result of the communication, or simply because the channel is open, even if they don’t use it. It’s basic human nature to want to be heard and to be kept informed. People like to feel that they matter, and that they are cared for.
If your company fails to build openness into your communication standards, then customers feel isolated and uninvolved. They are then prone to leave and go where they feel more valued.
Involving customers (and staff) can be easy. It just takes a little thought and care. For example, devise a simple feedback form. The form can carry details of your mission statement, service offering, and your customer service charter. Make it available in print, on the web, in email communications and your social media strategy. Encourage the use of surveys to gather more detailed information. Just a little bit of forethought can go a long way in turning customers into raving fans.
Remember: Your business is completely and utterly dependent on your customers. Your business will not exist without them.
We use an “automated” customer survey that every one of our customers gets at least one a quarter. We have found this survey to be one of the very best tools in our toolbox. Please email me at Kevin@Wax.news for more info.