Are Communication Issues at Your Company Turning Away Consumers? Here Are 5 Ways to Resolve This

Every now and then, a new report about consumer trends comes out and catches my attention. This report from Qualtrics was no different. As business and brand owners, it’s crucial to stay updated on what consumers are seeking. We should be informed on what’s driving their purchasing behavior and what they are desiring to see more of.

After answering these questions, don’t switch gears until you can determine a solid plan to leverage this data to better serve your consumers and increase sales. 

Good communication can easily be considered as the pinnacle in building customer loyalty. Whether you’re providing exceptional customer service or sharing your values, the root of it is good communication.

As a communications professional and enthusiast, what stood out to me from this report was that 45% of consumers cited communications problems as the cause for a bad experience. 

I personally love timely and relevant communication from businesses I shop with or receive services from. When I don’t receive communications, it feels as though they may have forgotten about me or neglected my needs that I trusted their business to fulfill. Thankfully, resolving communication issues at your business can be simple.

Five ways to keep your consumers feeling cared for through your company’s communications: 

Delivery/Shipping Update Emails

Use automated emails to keep consumers informed throughout the process from when they make a purchase to when the service/product is delivered. Emails are affordable and get delivered directly in their inboxes. 

Chatbot Services 

According to Zendesk, 51% of consumers say they prefer interacting with bots over humans when they want immediate service. When consumers are looking to address a concern fast they’ll likely be looking for a chatbot on your site. Leverage AI to install a chatbot service for your business. If you’re a small business don’t be discouraged. Website builders like Squarespace have this ability too.

Personalize Messages 

Saying someone’s name is like music to their ears. Having them read it, is like listening to your favorite album from beginning to end. Including a customer’s name in an email, text or saying it over the phone is a great way to personalize your message and to add an extra level of care. 

Social Posts

Social media shouldn’t only be used to promote your products or services. Use it as a way to share company updates, milestone posts and/or respond to customer inquiries. There’s been plenty of times I sent a DM or commented under a photo to learn more about a brand. Don’t miss out on communicating with your consumers on social media! 

Updated Contact Webpage

Make sure you have a contact page that is updated with the best number and email to reach you at. Including your contact information in the footer of your website is also helpful and a standard across business websites. It’s one thing for you to contact a customer, but if they can’t find a way to contact you, they may find it easier to look for another business to shop with instead.

It’s likely after communicating well with your consumers and providing great service, they are more likely to recommend you to someone else. According to the Qualtrics report, 49% of consumers share their good experiences with a business with a family or friend.

Communicate well 🤝 generate sales

If you’re interested in leveraging communications to increase your business sales, please send an email to asha@ashabey.com. I’d love to explore how we can communicate better together!