customer communication platform

Why keeping a personal touch with your customers is important for business growth

April 29, 2019 395 No Comments

Content may be the king of marketing, but customers are the citizens. Regardless of the system of governance a nation follows, be it democracy or monarchy, there is no doubt about the vital role citizens play. When mobilized together, citizens have the power that will have monarchs bow down. Similarly, the backbone of a marketing strategy is the customer, for it is them, we strive to attract and serve.

Often, we observe how companies have a standoffish nature and choosing to maintain a professional relationship with consumers. They fail to make direct and proactive communication with their customers, leading to a lot of workload for customer executives and poor management. However, such an attitude can directly affect sales and brand loyalty. Therefore, it becomes pertinent to maintain a personal touch with customers.

Reading articles on gaining traction is good; it helps individuals and businesses to know what they need to do. However, memorizing the words, and sending newsletters once in a while will not cut it when it comes gaining new leads or retaining the remaining ones. Most times, companies focus on attracting new customers than working towards keeping the existing ones.

One of the best ways to be proactive about communicating with customers is to know which channel is most effective. Having this information at one’s disposal will ensure that more audience is attracted and engaged. A company can achieve this by running A/B tests on the communication channels they currently use.

Once a company recognizes where they get more traction, it is, now time to introduce or improve other channels. However, why should any organization invest in multiple portals of communication with their customers? The answer to this, very common, question, is simple—connectivity.

In the era of the Internet where people come across millions of brands and companies, it has become essential, now, more than ever, to make a lasting impression on an individual. The best way to do the same is to contact them across multiple platforms. Using different portals will make the process a little less irritating to your customers, and maybe, even, entertaining.

However, the task of using multiple channels of communication is not without challenges. We know, we faced some hurdles when we tried our services before its launch. One of the biggest challenges we faced was the support team’s unawareness about the customer conversions and the fact that all the platforms have, essentially, the same functions.

One thing to remember, when struggling to handle multiple channels and proactive communication with customers is that conversations can go a long way in solving any problem. For us, simple and productive discussions about the issues we were facing and our goals led to positive results. We got clarity in the way we need to handle the communication and achieved a seamless system.

If there is a takeaway from our experience is that keeping constant contact with customers and leads is like growing a plant. Both involve many struggles, but in the end, the hard work pays, one in the form of fruits and the other with loyal followers. Another thing companies can learn from our dogfooding is trying out their products and services will give them a unique insight into what a customer experiences and make necessary changes.

Using a unified approach in handling the multiple channels of communication is, probably, the smartest way to keep in touch with leads without having to scramble. Moreover, with the provision to make additions, new channels can be added easily.

You know what this means, don’t you? More is coming.