Communication is important in customer service

Aileen Bennett recently wrote a blog post at theadvertiser.com looking how communication changed her experience with a certain local store. She was very impressed with the in-store customer service, but was not impressed with the lack of communication that ensued after she left. There was a void in communication, leaving the customer in the dark when it came to finding out information that was not in the store.

What do you think? Communication is important, and customer service occurs more places than just in person at the store. How can companies ensure that they're effectivly communicating with their customers both in and out of stores?

Passionate customers deserve a passionate brand

Matt Rhodes took some time to examine the relationship between brands and their loyal customers. He points out that often times, the customers are more passionate about the brand than than the brand is about them. The brand needs to find a two-way street to start recognizing these loyal customers, who can often be a solid source for word of mouth marketing. Opening up and using social media can be a great way to do this. It can open up communication, and let you show your customers you appreciate them.

Communicate with your customers

Communication is key to customer relationships. There's a need for you to openly communicate and be honest with what they should expect from your company. Service Untitled recently gave a few areas of communication to properly communicate with your customers.

They are:
Contact them through different mediums.
Be clear and honest with timelines.
Communicate what is being done and why.
Be prepared to answer questions.

Gaining Loyalty Through Customer Service in an Uncertain Economy

Even through troubling times and economies, the strength of the customer relationship that a company builds should endure. Researching the net, I came across this great list of 10 customer service tips posted by Joe Brown, general manager of EMEA at RightNow Technologies, on MYCUSTOMER.com.

1. Don’t discontinue an existing customer initiative in an uncertain economy — if necessary, reduce the scope of (or postpone pending improvements to) the initiative until the economy improves.
2. Don’t wait for customer relationships to weaken or break — you can’t afford the loss of revenue or of goodwill in an uncertain economy, so proactively take steps to manage those relationships well.
3. Customers make purchase decisions more deliberately in an uncertain economy, so give them the service and the information they need to choose your company over the competition.
4. Customers take longer to make purchase decisions when times are tough, so bridge the gap with a sequence of individually customised communications that provide concrete information on the specific product features and benefits that fulfil their needs.
5. Spend your budget wisely, by shifting dollars to individualised service initiatives and communications targeted to those customers who are most valuable or who are most likely to grow in value.
6. Clearly communicate value in each customer message— empathetically explaining how and why your product is aligned with the customer’s concerns in a trying economic environment.
7. Don’t overwhelm customers with surveys, and when a customer does respond, let them know that their feedback has been received—and, most importantly, that it is sincerely appreciated.
8. Invest in innovation—fuelled in part by customer listening—during challenging economic times, because it can pay handsome dividends.
9. The memories of customers will extend well beyond the end of an uncertain economy — they won’t forget (or forgive) opportunistic actions or other violations of trust, but they will remember excellent customer service.
10. Focus upon cost savings rather than revenue generation when implementing a customer initiative — and then use those savings to fund future enhancements.

Retaining customer loyalty through turbulent times really shows the worth of your company. Follow these steps listed by Joe Brown to ensure that loyalty is not lost no matter how tough times might get.

Web 2.0 Empowers Companies to Listen to Customer

In the new world of Web 2.0, the fine line between marketing and customer service is often blurred. Since 70% of the US and Canadian population use the internet, the internet has become a medium for learning about products as well as letting everyone know their faults. As stated in this post at CMS Wire, companies are having to adjust the way they view social media on the web as a way to provide value and a creative outlet to allow current and future customers a platform for discussion.

One bad experience can be posted in a blog, and the world can find out about it through a search on the company. Other forms that customers can hear about experiences: wikis, forums, Digg, Reddit, Technorati, and del.icio.us to name a few.

But given the right outlet, customers can empower a brand in a positive light. This can promote the value of the brand in the eye of the customer, as stated by Brian Solis, blogger and founder of FutureWorks:

Companies that apply resources to help steer and bolster their brand across the social web create relationships that ultimately pay dividends in the form of customer loyalty and referrals. Relationships are the currency of social media.

It’s important to see this new form of customer service. Many companies are overlooking the power of social media as a customer service tool. What’s the best company you’ve seen use Web 2.0 as a way to empower their customers?

Positive Customer Experiences

It’s important that your customers have a great experience at every touch point when they are doing business with you. Colleen Frances recently posted her tips for creating the best customer service at all the touch points throughout your customer experience.

1. Love what you sell, the company you work for and the customers you serve. If you show the customer you truly love what you do and what you’re selling, they’ll have a good experience buying the product from you.

2. Be empathetic and compassionate. Know and believe exactly what you’re telling them. Take an interest in the people asking the questions.

3. Add value and give first. Give them something before they buy from you. Show them that they can trust you, and you’re worth more to them than the profit. It may be a dentist or a new business contact, but they’ll see your purpose.

4. Make eye contact. It’s difficult to do, and many other sales people fall short. But if confidence is shown through making eye contact, you’ll truly set yourself apart from your competition.

5. Express your true intent. Don’t fake it, tell your customers your true intentions. Let them know that this might not be the right solution for them, but you’re going to try to show them how your product can fit your needs.

6. Don't go for the big decision all at once. Don’t try to land the big deal on the first try. Gradually move there through a series of conversations, agree on a second or third meeting.

7. Use friendly, warm words. Speak on a friendly level. Limit your syllables and use simple words.

8. Use people's names. Use their names, however, be aware of their comfort level with the name you’re calling them. Do you use their first name, or their title and last name? With the correct name, it’ll make a memorable experience for the customer.

9. Ask the right questions. The right questions can lead to positive relationships. They can also reveal the problem that needs to be solved and build trust between the company and the client.