Customer relationships are the bread-and-butter of a business.
Good customer relations are so fundamental to successful business growth that there are entire divisions and careers devoted entirely to building, maintaining and evolving relationships. Before COVID-19, most businesses kept up with their clients and customers face-to-face. Meetings and personal interactions fuelled the heart of the company. However, going remote forced teams and their customers to limit their communications to digital format.
Now, although business is gradually resuming, businesses are still relying on remote solutions to connect with their consumers. There is also an influx of entirely digital companies that will always be remote, so their strategy will need to be rooted in building mutually beneficial relationships from afar. The good news is that it is possible to create lasting, loyal and rewarding relationships with customers online. To do that teams just have to use the right tools and the right mindset.
Use a Good CRM
At the heart of good remote communication lies a customer relationship manager (CRM). This software is a one-stop-shop for all consumer-based communications. Track leads, manage sales and see a running log of interactions between the business and its clientele. This is also the most efficient way to stay on top of conversations and ensure that no one gets lost in the digital noise.Operating without a CRM, can result in long emails, an overflowing inbox and countless notifications across various platforms.
Simplify your communication using a CRM, and you’ll be able to concentrate on specific areas you’d like to improve. For example, if lunches and face-to-face meetings were your old norm when drawing a deal with new clients, you can change that by reaching out via email, scheduling phone calls and having Zoom meetings. A CRM also automates many tasks to create more seamless, fluid dialogue between businesses and consumers. The software can also facilitate internal communication, which makes it easier for every employee to stay on the same page.
This will prevent customers from feeling neglected or like they’re just another number when conversing with multiple people from a company. Depending on the size of operations, a CRM can be expensive to buy and maintain. Therefore it can be a good idea to compare different types of CRM software in order to understand which CRM best fits your business needs. It may be helpful to take out a personal loan from a private lender and use to invest in the best software for your business.
Make Messages Personal
Copied and pasted responses might speed up communications. But they are inauthentic and they make customers feel like a number, too insignificant for the business’ personal attention.
Instead, aim for as much personalization as possible. For starters, every email and message should start off by addressing the recipient by his or her name. Use small talk greetings that make conversation feel more natural. Even something as small as, “How is your day going?” or “I hope you enjoy the great weather this weekend!” can leave a positive impression.
Building customers’ trust through personal and meaningful communication can do wonders for customer loyalty. So treat customers like good old friends. Chances are, they will eventually become just that.
Stay Consistent
It’s imperative that clients still feel like a priority at a distance. That is why it’s important to resolve customer inquiries at the first contact as much as possible – high FCR rates are essential!
Courtesy automated responses that confirm a message has been received go a long way. Follow up with customers and give them helpful tips about products or service they’ve recently bought.
When you’re engaged in a conversation, make sure that you practice active listening. Reflect what your customer is feeling by briefly summarizing what they’ve said, and offer any affirmations if necessary. Ask relevant questions to follow-up with them and understand their thoughts. What do they need from your business, and how can you provide the most effective solution possible? Good communication isn’t just about short-term resolutions. You have to think about the long-term impact of your interactions on your relationship as well.
Build a Customer Relationship Philosophy
What are the most important elements of your customer relationships? Root core values in the heart of every conversation. They’ll also form the code of conduct for your customer service team. This team can be as small as one person or employ an entire group of people. The fundamental principles should always be the same. What dynamics were at play, and how can you recreate them remotely?
Prioritize elements like transparency, consistency and authenticity. This will allow your team to have both effective responses and proactive interactions with your clients. You need a two-fold strategy to ensure your buisness meets people’s needs. This can also help you grow by considering future engagements. Offering deals, promos and discounts to reflect your consumers’ circumstances will make them feel like you’re in-tune and involved with their lives. You don’t need to cross any personal boundaries to be responsive, you just have to listen and be aware of what your consumers are saying.
