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15 Simple Strategies for Staying Connected with Your Customers

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Your business cannot improve unless you know which parts of it need work. That’s why honest customer feedback is so vital to growth. Customers use your product or service and know what works – and what doesn’t.

Opening a line of communication between your team’s leaders and its customers will help you make any necessary changes and ultimately grow your customer base. But how do you maintain communication with customers to get their feedback? Here, 15 londonbusinessblog.com Business Council members shared their best ideas.

1. Set expectations from the start

Communicating with customers is not about frequency, but about creating the right expectation at the right time. For example, most customers expect confirmation emails after a purchase. By setting the right expectations, you will not disappoint your customers. † Ethan LuSME Finance

2. Being responsible and inspiring

We look at B2B stakeholder communication in three themes (IAI). First, there is meaningful sharing of information such as resources, insights, etc. Second, there are responsible elements derived from account reviews, mutual action plans, and other tools to drive engagement. Third, it’s inspiring where fun sharing and personalization can really boost relationships back home. † Joseph KnechtProteus


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3. Using Automation and Live Chats

Our CRM sends monthly forms to our current customers so they can give us input on any topic they choose related to our current level of service. A live, internal representative then follows up to address those specific concerns. We also send text messages and emails to all those we have not yet converted into customers, asking why they chose not to purchase our product or service, and address those comments as well. † Steve AlkandrosNew England Management Group/AR Property Services, LLC

4. Being self-aware

Be aware of your own communication style and how your customer prefers to communicate. Start a conversation and think about what the other person thinks is important. You will find that they naturally connect with you on a deeper level. When customers feel valued, they go from satisfied to loyal and even become an advocate and promoter of your brand. † Mike EsterdayIntegrity Solutions

5. Creating a Customer Sounding Board

Create a customer council that rotates quarterly or annually. In short, you create a group of customers that can be your sounding board. The group should have different attributes (size, location, etc.) and you give them requirements. Maybe it’s a short email survey every month, a Zoom group conversation where you ask them questions, or maybe one-on-one conversations with each person. † Marya Khalil-OttoVI Peel

6. Respond in a timely manner

Answer the phone, text, email and social media messages. Responding to your customers’ attempts to contact you sets you apart from your competition. You don’t always have to reply to the customer, but simply letting them know that you’ve received their message and that you have time to allay their concerns can give them peace of mind and show that you appreciate them. † Christopher WhiteEquis, Inc.

7. Engaged in Their Social Media Content

LinkedIn provides a means of staying in touch with customers and customers. Making time to interact with, share, comment on, or like your customers’ business messages is a form of support that goes a long way. When it really gets done, the good old-fashioned meal is back. Put your work aside, be foodies together and remember that the art of conversation is best when you break bread together. † Beth JanneryTitan

8. Meet in person

Good or bad, social media has made instant communication easy. Email still works, of course, but face-to-face just can’t be replaced. Business trips are reopening. Thank goodness for the Zooms and Teams of the world, but nothing beats sitting at a table or desk with a notepad and pen and working together on a solution. † Joan McKinneyAurora Exhibition Solutions, Inc.

9. Have an honest, open line of communication

Let them know that when they are successful, so are you. If we keep an open line, we can help each other quickly and be critical and positive so that we both get the most out of our relationship. One can only move to the next levels by communicating the good, the bad and the ugly. † Bram WeertsKea | Analyst Relations

10. Using the Right Messages

There are endless ways to communicate with your customers, be it through phone calls, email, social media, post, live chat, etc. It doesn’t really matter which channel you choose; the message is important. Posting daily or emailing weekly is pointless if you don’t say anything important. Keep your communication honest, accurate, positive and engaging. What you say is more important than where you say it. † Deyman DoolittleShipSigma

11. Set Up Recurring Meetings

We have bi-monthly meetings with all stakeholders. We provide detailed information on ROI, success and areas for improvement. † Tammy SonsTn Nursery

12. Provide content your customers will enjoy

The easiest way to maintain communication with customers is through social media. Use the platforms your customers hang out on most often, providing content and the opportunity for your customers to share their feedback about your current practices. † Roxanne DerhodgeRoxanne Derhodge Consulting

13. Compile Monthly Newsletters

Create a monthly email newsletter that emphasizes and rewards customer feedback. Satisfaction surveys can also be included in those newsletters – it really depends on your industry and product or service. Depending on your customer base, it may also be a viable option to call your customers/users and see if they have time for an ad-hoc feedback call. † Udi DornerSet schedule

14. Connecting Through Social Media

Certain domains make good use of this. For example, Instagram allows you to quickly communicate with your customer if this is a business model that works well. Others use LinkedIn to create this relationship and touchpoints. It may take longer to stay in touch with them because you’re reaching out to them on a personal level, but it seems like an inexpensive way to stay in touch and make an impact. † Paul L. GunnKUOG Corporation

15. Keep communication thoughtful and personal

Do your best to make communication personal. Using digital strategies to stay connected, share your story and stay relevant to the customer through a demonstration of thought leadership is essential. While it may seem “old-fashioned” to some, writing a note or sending a thoughtful gift still goes a long way, especially in today’s world where the effort of face-to-face contact isn’t always made. † Leigh BurgessBold Industries Group, Inc.

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