Communication Tips to Improve Customer Satisfaction
By Morgan M.
According to the 2018 Edelman Trust Barometer, companies in the United States have suffered an enormous drop this year. Consumers are more skeptical than ever of companies. Because of this, it’s imperative that companies improve communication with their customers to regain their confidence. Read below to learn how.
Reply to negative feedback.
It is much easier to thank satisfied customers for gracious feedback, but ignoring negative comments is detrimental to your business. Each negative comment is an opportunity to resolve a conflict. Furthermore, if these comments are made on social media, other prospective customers will see how you respond. This could impact whether or not they choose to do business with you.
Be timely with your responses.
Customers want to know that they are being heard when they voice a concern. Because of this, you need to craft a thoughtful and accurate response. However, you don’t want to leave correspondence unanswered for several days. Do your best to respond within 24 hours.
Two-way communication is key.
Social media allows you to have a conversation with your customers. A customer can easily address an issue or pose a question via Facebook, Twitter, or Instagram. In addition, they can receive a quick response from your business. This communication channel provides a great opportunity to relay important information to your customers.
Make public statements.
Be transparent when an issue arises, and respond from a place of empathy. No business is perfect, and that’s okay. Take responsibility, and propose a solution. It’s challenging to be accountable for your mistakes, but it’s much better for your business in the long run.