As we embark on a new year and the challenges we are facing sometimes seem unsurmountable, the importance of good communication in an organisation cannot be overstated. Effective communication can have a significant impact on every aspect of a business, from culture and productivity to customer relations and company growth.

Through regular communication with customers, an organisation can gain a better understanding of them, display its commitment, share knowledge, and overall make customers feel valued and important. By implementing a structured approach to customer communications an organisation can ensure there is consistency with communications, which is crucial.

Benefits to implementing a structured approach to Customer Communications:

• Creates better customer relationships - companies that communicate well with their customers are in a good position to retain that customer. Being able to effectively deal with concerns, queries or issues customers have also come down to having the right communication structure in place.
• Reinforces transparency - when you openly approach customers and share information with them, you display some transparency and honesty, which sets you apart from your competitors.
• Generates a good public impression - a company that has a reputation for being good at communicating with customers ultimately portrays a good public impression. This can have a positive knock-on effect on an organisation’s reputation, brand, growth, recruitment and investment.
• Communication encourages feedback - encouraging feedback from customers is incredibly valuable to maintaining and improving your business. Customer reviews can also put your business out there to new potential customers and help your organisation grow and profit.

It is important to not just chat with customers but communicate in a meaningful way. With a focused communication approach, you can build your customer knowledge and make your customers feel heard and valued. 

Areas to focus on include:

• Share Information - keep your customers up to date on company news, special offers, new products and services.
• Share your knowledge - offer tips, use cases, and storytelling to connect with customers and answer their pain points. Be able to share with them relevant industry information and guidance. 
• Ask for ideas - who knows what customers want better than your customers? If you ask and listen, they will provide you with invaluable information you cannot get any other way.
• Address complaints - with today’s instant global communications, the way you respond to complaints is more critical to your organisation’s image than ever before. It is important to have a good structure in place.

To find out more about how Platinum Brand Communications can help you with your customer communications, contact us today.