{"id":330425,"date":"2019-07-22T07:23:44","date_gmt":"2019-07-22T05:23:44","guid":{"rendered":"https:\/\/businesstech.co.za\/news\/?p=330425"},"modified":"2019-07-22T07:27:08","modified_gmt":"2019-07-22T05:27:08","slug":"building-a-powerful-communications-strategy-to-accelerate-strong-customer-relationships","status":"publish","type":"post","link":"https:\/\/businesstech.co.za\/news\/industry-news\/330425\/building-a-powerful-communications-strategy-to-accelerate-strong-customer-relationships\/","title":{"rendered":"Building a powerful communications strategy to accelerate strong customer relationships"},"content":{"rendered":"

Never has it been more important to consistently and authentically communicate with your customers if you want to build strong business relationships with them. It\u2019s not as simple as just sending an email though. Deep, meaningful relationships<\/a><\/strong> are built on trust, and trust is the result of a consistent message that delivers on each customer\u2019s interests, needs and challenges.<\/p>\n

Here are 8 key points to keep in mind when building a powerful communications strategy:<\/p>\n

1. Exceed expectations<\/strong><\/h3>\n

Too many companies over-promise and under-deliver. In some cases, this is because of misalignment within the organisation. Sales and marketing promise one thing, but the production team that needs to deliver on the promise is either unaware of what\u2019s been guaranteed or knows it\u2019s not possible. Alternatively, businesses make promises simply to close the deal, even if they know they can\u2019t deliver.<\/p>\n

Since the best customer is a repeat customer, this is a poor strategy. Instead, in all your communications, stick to the clich\u00e9 of \u2018Under promise, and over deliver\u2019. A customer who is expecting a solution in three weeks but receives it in seven days will be delighted. A customer expecting a solution in seven days but receiving it in nine days will be dissatisfied and unlikely to buy from you again.<\/p>\n

Alternatively, if you use SMS or email to keep your customers apprised of the progress of their orders, ensure your operations are flawless.<\/p>\n

2. Ask for feedback<\/strong><\/h3>\n

Communication channels shouldn\u2019t be a one-way push. Invite customer feedback or questions to show them you care and are listening. Customer feedback is also an excellent way to gather valuable data that you can use to hone your understanding of each customer\u2019s specific needs, helping you find the best solutions to fit their challenges. The better you can do this, the more your business will grow.<\/p>\n

It\u2019s key to listen carefully to comments and respond promptly, whether you\u2019ve received a compliment or a complaint. This is because receiving negative feedback can also be changed to a positive experience if you respond quickly and decisively. Many of a business\u2019s most loyal customers started out disgruntled but were converted because of how well their problem was addressed.<\/p>\n

3. Stay connected<\/strong><\/h3>\n

In an Inc article, serial entrepreneur and author of, Andrew Griffiths, shared this story<\/strong>:<\/a><\/p>\n

\u201cI had a lawyer for many years who taught me a lot about engaging with clients. Every month or so I would receive a letter with an article that was very relevant to me, ripped out of a magazine or newspaper, along with a personal note from my lawyer, saying something along the lines of \u2018I saw this and thought of you, hope you find it interesting and helpful. Cheers – Tom.\u2019\u201d<\/p>\n

The lesson is a simple one: Andrew Griffiths felt valued as a client. He appreciated that his lawyer took the time to find content that was valuable to him, and that he understood Andrew\u2019s business well enough to know what was relevant in the first place.<\/p>\n

Today, technology has made it far easier than ever to connect with your customers. Instead of cutting out and posting articles, you can reach thousands of people at the click of a button. But there are some rules to building meaningful connections.<\/p>\n