Regular Communication - Simple, but are you communicating effectively?

Calling a large number of customers can be a big resource drain. You also need to ask yourself
  • What do you get from the call?
  • What does the customer get from the call?
Large, significant customers or customers experiencing product issues, need close attention. The one on one call is recommended. In general, however, if you call too many people then the calls can be rushed and little meaningful data is gathered. Calling fewer customers results in the calls being more personal and of value. The majority of other customers would benefit more from a regular email contact that they can digest in their own time.  
Email is very quick, easy and filled with many advanced features
  • Do you have a regular email communication with customers?
  • A News Letter style email can update customers with written explanations of current issues.
  • News letters can be quickly emailed to many customers with a distribution list.
  • A news letter can contain graphics to better emphasise a point.
  • The news letter provides a log of where the company is with various issues and can be sent to internal departments to ensure everyone promotes the same messages to customers.
  • Email can be set to respond back to you if the customer has read it. This will provide an indication of the success of your communication.
Regular communication is not new in itself, however just what is achievable and of value is often missed. The communication flow from support also needs to go inwards, to other departments, as well as outwards to customers.
If you believe that your internal and external communications could be improved then please contact Lime-DS for more information on our professional training courses.
Copyright 2008 Lime-DS Ltd