Keep your customers engaged and loyal with the ultimate bible of effective customer communication and retention

27 Jun 2022 | Business & Strategy

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Hooshang Bakht

Brego Business was started with a mission to make entrepreneurship easy. Our goal is to help business owners grow and scale without having to deal with the day-to-day stress of running a business. We specialize in providing services that help business owners grow their businesses, including search engine marketing (SEM), social media marketing (SMM), LinkedIn marketing, video production, accounts receivable (AR), accounts payable (AP), internal audit, VCFO, and recruitment. We have helped more than 500 brands grow their businesses. We work closely with the clients to understand their unique needs and develop customized strategies that deliver measurable results.

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The Bible of Effective Customer Communication and Retention

Ready with all your products and/or services? Waiting to get amongst your customer base? To convey a clear, strong and direct message, it is quite essential to have effective communications in place. The more clear your business’s ability to communicate are, the more clearly it reflects your message in both B2B and B2C target markets. Customer satisfaction hinges on good communication. When interacting with the general public, especially when it comes to B2B firms, we grasp this instinctively. Selling to a business can be a lot more difficult than selling to a consumer. B2B selling is more about building relationships than making one-time sales. Make a connection with your clientele, and you’ll be able to develop the relationship over time. As a result, strong communication is even more important to keep your clients happy. 

With B2Cs, communication is vital for understanding your consumers’ needs, addressing their complaints and delivering them the products or services they truly desire. And so, good communication abilities for B2Cs are essential even though the approaches and end results may differ from those of B2Bs. We believe that communication is important to get a hold of your customers, sell them a product/service, and solve their queries and issues irrespective of industry. From digital marketing to a locally owned shop, effective communication is the key to success for any business. In this blog, we will take you through what it means to communicate with your customers, some tips on how to do so, and some things you should definitely avoid.

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Communicate effectively for business ideas and people associated

It is essential for business owners to be able to communicate effectively. Your ability to communicate can mean the difference between closing a transaction and missing out on a lucrative opportunity.Customers and clients should be able to understand corporate policies and ask questions about your products or services, and you should be able to answer clearly. In order to attain your objectives, it is critical to communicate well during negotiations.In fact, communication is also crucial within your company. Effective customer communication can help in developing a positive working connection between you and your employees, which can enhance morale and productivity.To avoid such faux pas, we have curated a list of some effective techniques to include and practice, which will enable you to ace your business communications.

Create WhatsApp groups 

When it comes to business communications, Zoom and Skype are what’s on everyone’s lips, but WhatsApp can actually help streamline your business activities. With a 98% message open-rate, WhatsApp has become the new way of marketing. Further, 79% of professionals say they are currently using WhatsApp for work-related communications.

If you’re a B2B business struggling to organise the constant back and forth of client communications, why don’t you connect via a tool that your clients are already using and are familiar with? Your clients and your team will both be comfortable communicating via WhatsApp.

WhatsApp allows your teams to engage in two-way communication with clients, which ultimately improves customer care by being able to chat in real time. With WhatsApp groups, you can easily track and streamline all the communication that goes in and out of your business.

Develop an Operations team to ensure efficiency

To ensure effective customer communication, the first step is to create an operations team. The purpose of this team is to ensure the quality and consistency of your business’s communications with its customers, maintain transparency in internal communications, increase efficiency through better connections and create a vision for your business that can be shared by all employees.

A quality management programme can be deployed through the efficient operations team, which will ensure that high standards of customer communication are maintained and efficiency is ensured. Effective customer communication within and outside the business can boost customers’ satisfaction and improve employee retention alongside increased referrals.

However, the operations team needs to be active throughout the customer communication process. They can do frequent WhatsApp checks/scans to ensure that all the clients are being responded to in a timely and appropriate manner. This ensures that there is no gap in customer communication and the customers feel valued and heard, which can lead to a positive perception of your business. By prioritizing customer communication, you can establish a strong relationship with your customers, which is crucial for the success of any business.

Using social media for communicate with customers 

Posting on social media is like speaking to all of your customers, or potential customers, using a virtual megaphone. Businesses can use social media to engage with their customers in a unique way. Further, businesses can interact with customers about addressing the problems and complaints they have, and also convey the story of their brand.

Most importantly, social media can be used to inform your customers about new products, and give them a sneak peak at what’s coming up next. With the constant increase in buying decisions being made on and because of social media, it is essential for you to figure this platform out! 

Swap to an issue tracking spreadsheet

Excel has a lot to offer in terms of issue tracking. It’s adaptable, straightforward, and quick, and it makes it simple to refer back to previous conversations, requests, and responses.An issue tracking sheet can assist you with reporting and monitoring how well problems are resolved, as well as analyzing the different types of requests that are being entered into the system. Further, it’s much easier to tell if your team is working efficiently or whether the same problems keep showing up when all incidents are tracked.It’s also important to track the minutes of client meetings to ensure that all matters of business are recorded and expectations are clear.

Keeping a checklist

When it comes to providing exceptional customer service, there is no one-size-fits-all approach. The top teams, on the other hand, follow the same core principles. A proper communication checklist ensures that, when speaking to customers, all the important information is conveyed, and the requisite details of the customer are retrieved. With a consistent flow of information, customers will enjoy interacting with your business and be induced to spend.

Most importantly – be attentive to their needs

Make a sigma rule to keep your ears open while communicating. If you want your team to develop effective communication, make them practise patience and attentiveness. Make sure your team pays full attention to every word that the customer says. The team should also research and analyse what issues or problems the customers might be facing and proactively predict what they want. This should be done before customers come to your team.  

Develop and learn difference between soft and hard skills of communication

Developing effective communication can be divided into two categories — developing soft skills and improving your hard skills. Do you know what hard and soft skills are in communication? 

Soft Skills 

Soft skills are personality traits that relate to communication. For instance, the way to talk, walk and handle pressure are your soft skills. Also known as human skills, some are gifted, and some develop these skills over time to maintain effective communications. These skills include – 

  • Critical thinking 
  • Creative thinking 
  • Communicating 
  • Negotiation
  • Positive attitude 

Hard Skills

Hard skills are the ones that can be easily demonstrated with certificates and degrees. For instance, your master’s or bachelor’s degree is your hard skill. It shows that you are educated enough to understand the same level of terminology, etc. In communication, hard skills include – 

  • Familiarity with the product or service you are selling
  • Knowledge about the business you work for
  • Ability to use software programmes
  • Typing
  • Writing
  • Maths

You can develop both hard and soft skills by reading books on the subject like “Unleash the power of storytelling”, “Five Stars”, “Just Listen”, “We need to talk”, etc., and software or courses like  “type master”, etc.

Modern methods for effective communication

We live in an era where food is delivered faster than an ambulance. Moving towards a technologically paced world has also brought changes in communication. Now, customers don’t have to stand in long queues to get a complaint sorted or solve a query. They can simply mail or connect with businesses on their apps or websites. So, mentioned below is the list of modern tools used in communication. 

  • E-mail
  • Text Messages 
  • Social Media 
  • Video Messaging – Ads 
  • Web Chats – AI Bots 
  • Phonic Conversations

Things to avoid while communicating – The 100% don’ts 

It’s important for you. as a business owner, to be mindful of things that are 100% a no-no when it comes to your communications.  Here is a list of things that you must avoid at all times – 

Making assumptions

Effective customer communication is crucial in any business. Never make assumptions, don’t jump to conclusions, and always practice effective customer communication. Listen to the customer first and then make a firm decision. Maintaining an informing, straightforward, and polite tone is a key aspect of effective customer communication. When it comes to difficult conversations, make sure that you have them over the phone or in person, as tone is an essential component that often gets missed out over text or email. Remember, effective customer communication is not just about conveying information, but also about building strong relationships with your customers through clear and respectful interactions.

Dysfunctional responses

Always pay attention and ask whether you understand what the customer is trying to say. Make sure that you are 100% sure before giving them a response. 

Not keeping track of issues

Consumer unhappiness doesn’t just damage your sales and revenue; it can also lead to a negative brand reputation, which can have a long-term impact on your business. As a result, keeping track of client concerns is critical for improving the quality of your services and products, which in turn improves customer satisfaction

Lacking clarity  & beating around the bush

Do not twist and turn your words. This will only upset and annoy them further, and you might lose a precious customer. 

Brego Business understand the vital need for effective communication and aims to improve your business. Our team uses all the tips mentioned earlier to ensure an effective and fruitful conversation.

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Frequently asked questions

What is effective customer communication?

Effective customer communication is the ability to communicate with customers in a clear and concise manner that meets their needs and expectations. This includes listening actively, providing accurate information, and showing empathy and understanding.

Why is effective customer communication important?

Effective customer communication is important because it can improve customer satisfaction, loyalty, and retention. It also helps businesses to identify and address customer needs and concerns, and to build a positive reputation.

What are some best practices for effective customer communication?

Best practices include being responsive and timely, using clear and concise language, asking questions to understand customer needs, and providing accurate and helpful information.

How can businesses improve their customer communication skills?

Businesses can improve their customer communication skills through training and development programs, feedback and coaching, and continuous learning and improvement.

What are some common barriers to effective customer communication?

Common barriers include language barriers, cultural differences, technological issues, and miscommunication or misunderstandings.

What does the Bible say about communication?

The Bible emphasizes the importance of communication in building relationships and resolving conflicts. It encourages honesty, kindness, and humility in communication, and warns against gossip, slander, and dishonesty.

What are some lessons we can learn from the Bible about effective communication?

Lessons include the importance of active listening, speaking the truth in love, using kind and respectful language, and seeking to understand others.

How can businesses apply biblical principles to their customer communication strategies?

Businesses can apply biblical principles by prioritizing honesty, kindness, and empathy in their communication with customers, and by seeking to build positive and trusting relationships.

How can businesses balance effective communication with efficiency?

Businesses can balance effective communication with efficiency by using technology and automation to streamline processes and responses, while still prioritizing clear and helpful communication with customers.

How can businesses measure the effectiveness of their customer communication strategies?

Businesses can measure effectiveness through metrics such as customer satisfaction, feedback and reviews, and customer retention and loyalty. Additionally, businesses can use tools such as surveys and analytics to track and improve their communication strategies over time.