When was the last time your business communicated with its customers? Companies that have the pulse of their customers will always have the upper hand. Why? Because in this day and age, brand loyalty is not what it once was.
Competition has become tougher across every market sector and product quality and chioce has improved hugely. We live in a world of online public relationships, where brands are often measured not just on price but on customer experience. Communication is a therefore major part of maintaining good rapport.
While some get it spot on, many others struggle to get their message across. In some cases, firms actually make it harder for customers to contact them. It’s perhaps no surprise then that customers are often lost because of poor communication. Hashtag #epicfail has even become part of the social media lexicon to highlight instances where companies fall over.
It’s therefore vital for a business to manage customer expectations and keep people engaged at every stage of the sales process and beyond, in terms of asking for feedback.
When planning your communications strategy, therefore, think of your customer as being either a friendly neighbour or a long lost relative. Be honest, as this will help to work out how to best communicate with them. Always have their interests at the heart of your communications, as everything you say will have a bearing on your brand reputation.
Get it right and you’ll have the edge over your competitors and your customers will become your best advocates. Get it wrong and the effects could spell bad news for your business. There are many examples where businesses have closed due to poor reviews or negative customer comments online. But not necessarily because they offered a bad product.
But don’t just take our word for it. The legendary Sage of Omaha himself, billionaire investor Warren Buffett said:
It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you’ll do things differently.
St Albans based PR agency, Blackbird Communications, offers a number of tips to help. To request your free copy click here.