The Business Advisory Blog

The Business Advisory Blog

Insight, news and updates from Alliott NZ Chartered Accountants, Auckland New Zealand. The views expressed here are the views of the author and should be discussed in further detail should an article be relevant to your individual circumstances.

While every effort has been made to provide valuable, useful information in this publication, this firm and any related suppliers or associated companies accept no responsibility or any form of liability from reliance upon or use of its contents. Any suggestions should be considered carefully within your own particular circumstances, as they are intended as general information only.

Greg Millar
Published on

Don’t underestimate the power of customer communication

Since the beginning of time, humans have communicated using primitive drawings, bartering, nonverbal actions and face-to-face conversations.

remote virtual office desk-867These early forms facilitated the spread of knowledge, ideas and the formation of relationships. As times advanced, communication took on an entirely new face – a digital face in an increasingly technology-dependent world.

Through the best of change and the worst, no matter how fast-paced, communication has always played a fundamental role in all facets of life.

Effective communication is essential to developing a strong business.

Successful customer communication is key to gaining new business. Initial contact establishes the tone of the relationship. As the relationship progresses, it’s critical the communication does too.

Regular conversations with your customer base guarantees you’re always adapting and growing to meet their requirements. However, maintaining regular communication can be difficult at times. It’s imperative that you implement a customer communication plan to effectively manage conversations with your customers.

Communication is an effective tool to gauge customer satisfaction with your business, products and services. Utilise your communication plan to outline and monitor which techniques best attract your ideal prospects. Once you onboard that prospect, adjust your communication plan to better support the relationship.

Identify how you will communicate – phone, email automation, social media, personalised email, etc. – with each customer or group of customers. Address how often you will communicate with each customer. Follow up quickly, request feedback, provide useful information and update customers regularly. Use new information gained for potential upsells and new projects.

Understand that, more often than not, over-communicating is more beneficial than under-communicating.

That being said, there’s a fine line between effectively versus ineffectively over-communicating. You don’t want to come across as if you’re bombarding or pestering your customers. A strong communication plan will ensure all of your communication efforts are valuable, powerful and effective. Not to mention, it will provide clarity around timelines, deliverables and what’s important to both customer and business.

Demonstrate your business' high communication standards and hold your team accountable for following the communication plan. Your relationships will thrive leading to better customer experience, retention and referrals. Ultimately supporting your main goal of generating more revenue.

Developing a customer communication plan will be a difficult, time-consuming task for many business owners. There are many details that are incorporated into an effective communication plan. We recommend working with someone who has experience creating and implementing different strategies.

Business advisors like Alliott NZ are a perfect resource to complete this process. When you’re ready, we’re here to help. Call us in Auckland on 09 520 9200.

Topics: communication culture customer experience