3 Tips for Communicating with Customers

Your customers are the only reason that you exist. They are the ones that buy your products/services and provide the feedback that improves your brand. How you communicate with your customers and your tone and expressions while speaking to them has a bigger impact than what you’re actually saying to your customers. How you interact with your customers also will directly reflect how they interact & communicate their opinions on your business, in the form of reviews & when recommending you to a friend.

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Occasionally, you will have an easy-going customer that takes in every word and piece of advice that you give as if it was water in the Sahara desert. However, the rest of the time, customers may not always be easy or delightful to converse with.

So… how can you hone in on your communication skills to make every conversation an easy one? Albert Mehranian, an expert on communication and professor of psychology at UCLA tells us that successful communication is 55% body language, 38% tone and 7% word choice. Below are three tips on how you can improve how you communicate with your customers…

Choose your words carefully!

Establishing a close relationship with your customers helps to provide a feeling of comfort and trust in communication. When speaking to customers, using certain words or phrases can help portray a positive or negative image of a company.  Most importantly, one word answers are NEVER an answer. Follow simple grammatical rules to avoid being seen as short or cold by always using at least 3 words in every response to a client. 

pexels-photo-838413.jpegThis same rule applies to when you are not communicating with customers face-to-face, and are instead communicating over platforms such as Live Chat, over the phone or through email. When people are communicating over these platforms rather than in person, they tend to forget these customer communication norms. Without being face-to-face and having those non-verbal communicators, forgetting to include the proper verbal phrases or words with customers can do even more harm than it might if you were speaking in person with the customer. The following word choice graphic displays words and phrases that may create positive or negative sentiments towards your company:

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Words Express Ideas, Tone Expresses Emotions..

Knowing your customers is the most important part of utilizing tone in order to reflect company values. More than company values, tone also identifies personality. When a customer feels that they know the company values and can relate to the personality of its employees, a sense of trust is created. Trust is the most important part in a business transaction and a customer is more likely to be a repeat customer if they truly trust your company. Therefore, it is important to reflect company values in the tone that you use when speaking to customers because it is what helps create your company image.

hands-coffee-cup-apple.jpgKnowing how to convey this same tone nonverbally, such as over email or online messaging, as well as verbally but not in person, such as over the phone or on a live chat, is also extremely important in maintaining good relationships with your customers. On the phone and over live chat, tone of voice is essential in communicating effectively with your customers and maintaining a productive and engaged conversation. Over email or online messaging platforms, this tone of voice can be expressed in the form of exclamation points, allowing the customer to read your messages in that welcoming, friendly tone of voice you are trying to convey.

A good tip for recognizing the tone you are communicating over non verbal or written words, is to read over your message prior to sending it to the client and seeing what tone of voice you read the message in:

“Thank you for your feedback, we hope you visit our restaurant soon.”  vs…

“Thank you for your feedback! We hope you visit our restaurant soon!!”

When people read your emails or online messages, they create the tone of voice the message conveys in their head based on the punctuation, as well as the words themselves. It is important here to see how big of a difference the punctuation alone makes to the tone of the message. The second line sounds enthusiastic and friendly, whereas the first line sounds dull and bored.

How we Communicate Non Verbally

Much of business interactions are personal and various studies show that over 50% of communication between individuals is nonverbal. Using these nonverbal communicators when communicating in person with customers is extremely important in the customer’s interpretation of what you are saying, as well as how genuine they determine your words to be.

When communicating over live chats rather than in person, these nonverbal communicators will not be as obvious or recognized by the customer, so exaggerating these cues will allow you to again, insure that the customer correctly interprets what you are saying. Below is a graphic with the most important types of nonverbal communication that can help you to build trust and credibility with clients.

 

 

 

 

 

By following these 3 pieces of advice and utilizing our Live Chat and Customer Voice products, making every business conversation, whether it’s over video chat, on the phone, or in person, become much easier. Good communication and productive conversations reflects positively in customer reviews and leads to repeat business.

We can help you communicate! Contact us today to find out how our services can change the way you communicate with your customers, for the better!

To ensure you’re communicating with your customers as effectively as possible check out our customer service tools which can help increase your positive reviews online & the ability for customers to reach you through live chat to quickly answer their questions!

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5 Cost Effective Ways to Increase your Business’ Exposure

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  1. Long Term benefits of SEO: The ultimate goal of a business is to make a long term profit. There are many ways to create profit through online marketing, one of the most popular being pay-per-click. Pay-per-click gives you higher optimization but it comes with a cost associated with each click to the ad. SEO is a superb alternative to pay-per-click. SEO can benefit a client in the long term by optimizing a company’s web ranking. By optimizing your web page, you focus on a long-term production of a client base. SEO is significantly superior to pay-per-click because they solidify traffic on your website, creating more opportunities for potential sales. This proves SEO to not only be more superior, but also more cost-effective because they organically grow a website’s traffic and cost substantially less in the long run.

Long term term pay per click campaigns can run anywhere from $1-$50 per click, the link is pushed out to all IP addresses, not targeted to customers so you may by paying for clicks that will never result in a profit.

Long term cost for SEO: $240/month

If you’re interested in working with SEO to organically boost your company’s search ability and expand your possible client base, check out our base SEO package, Bronze SEO Package.

  1. pexels-photo-210661.jpegListing management: If you’re still using a phonebook in 2018, consider yourself an oddity. Establishing accurate business listings online is key in order to appear in more searches across the Internet. Using the best optimization techniques and reputable listing sites is crucial to being found by potential customers. By aggregating your information to data collecting websites, your business becomes easier to find and the opportunity to create potential customers increases. Getting noticed and standing out in a pool of small-businesses can’t be possible if you’re not listed online, or if your listed information is inaccurate/under detailed.

Studies by WordStream and Google found that 72% of local listing searches resulted in a client visiting a location within 5 miles and that 78% of these searches result in offline purchasing of products or services.

If you’re interested in optimizing your search ability by accurately representing your company’s information, check out our Listing Builder Services.

  1. Reputation management – Being obscure is a great way to become obsolete. Businesses with the most and highest ranking online reviews receive more traffic than those that receive very few reviews. Positive reviews not only build customer trust but increase customer retention. By gathering valuable reviews, you also maximize the SEO of your company. A maximized SEO creates opportunities to increase your customer base.

If you’re interested in focusing on your reputation management and gaining more reviews in order to maximize your SEO and drive online conversions, check out our Reputation Management Essential Package.

MaxExposure can help you to increase your business’ exposure for a fraction of the price of our competitors.

Our Price: $50/ month

Our competitors (i.e. Hibu or Yext):$499+/month

  1. Use of a blog: Having a company blog that is relative to your market is key to maximizing company exposure. It not only gives an alternative look on your company but also maximizes your SEO. The ideal sales post should be largely based upon advice.  Selling should be a significant element of the post but only in impact – not in volume of space. The disconnect that many companies and clients face is that of necessity. Many clients feel as though companies simply push products or services onto them to make profit instead of fix a real problem. The use of a blog demonstrates that the company has an understanding of problems facing their clients and knows how to solve these problems. This also increases trust and credibility of the company.

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According to HubSpot, 1 in 10 blog posts are compounding, meaning that they organically build traffic and that 38% of all generated traffic comes from compounding blog posts.

Blogs are also an extremely affordable way to get your business name out there as it can be done for a minimal monthly fee and only the cost of labor to write the blog. When done correctly and optimized properly you can increase your online footprint without a great expense.

  1. Facebook ads: Facebook ads, albeit similar to pay-per-click, are slightly different because you have the ability to set a budget, which is ONLY used up when someone clicks, but you are still getting exposure from people seeing the ad in your target demographic. Facebook ads are a cost-effective way to increase your business’ exposure because they can be highly targeted to the specific type of customer a business is looking to reach.

pexels-photo-744464.jpegIn fact, PewResearch Center records that 78% of adult internet users use Facebook. HubSpot claims that Facebook has the most active user base with 70% of their users logging in daily and an increase of content consumption of 57% over the past 2 years.

If you’re interested in working with MaxExposure to increase your company’s visibility through Facebook Ads, check out our Level 1 Facebook Advertising Package.

Sources:

https://www.wordstream.com/blog/ws/2015/05/21/how-much-does-adwords cost

http://www.singleplatform.com/blog/2016/9/30/the-importance-of-local-listing-management

How to Increase Your Visibility with Online Reviews

11 Ways to Convert Blog Readers Into Customers

https://www.hubspot.com/marketing-statistics

https://www.hubspot.com/marketing-statistics