Where is my package? Why is my order delayed? How honesty will keep your customers coming back
Now is the time to rethink your customer communication strategy and display integrity, empathy, and a willingness to adapt in order to build long term partnerships that will outlast the pandemic. We have outlined a few key steps that you can take to open communication lines with your customers and build upon relationships through shared values.
Step 1: Increase the amount of communication. For B2B companies, you can start by setting up weekly calls with your clients. The market is changing so quickly, and catching up weekly to discuss key decisions is very important so that you can meet the needs of your clients. For B2C companies, you can ramp up emails or phone call outreach. We have seen an increase in communication emails from airlines, thanking us for our loyalty and explaining all of the changes they are making to keep passengers safe. We have even seen one of our client CEOs spend an entire Saturday calling subscribers to see if they have any new product recommendations. All of these tactics will help you stay in front of your clients so that you can understand their needs and help them achieve their goals. You can have an opportunistic sales mindset while you push out relevant content across all channels.
Step 2: Show empathy. We are all feeling the impact of COVID-19, so during these weekly check-ins or emails, show that you care. Ask how someone's family is doing, share recipes or workout routines, and try to be positive. One technique that we have implemented is starting every client call with a question. We then focus on just listening to the response, instead of interjecting with our own experiences like we may have done in the past. Keep the dialogue open, show that you really do care about what is going on in people’s lives.
Step 3: Be honest. Package is delayed or was lost in transit? Be upfront about it and say it. Apologize for the inconvenience and offer a coupon or discount on their next order.
It is becoming clear that we will not get back to “normal” for a long time, so we must adapt to the “new normal”. All companies are facing difficulties, so be honest about what you can and cannot do. Even if you cannot meet the exact expectations of every client, nobody can fault you for being honest and doing what you can. Integrity is one of our company's values, and acting with integrity and building trust can play key roles in establishing brand loyalty.
As the value of having a customer communication strategy is higher than ever, these key steps can provide a guide on how to improve communication, create lasting connections and partnerships, as well as positively impact your customers’ lives.
Based in New York City, Horatio is a leading provider of white-glove customer experience and omni-channel support services. At Horatio, we like to say “do what you do best, and hire Horatio to do the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute. Horatio’s number one focus is on providing high-touch, brand-focused customer support. Our team is equipped with state-of-the-art technologies and expertise to ensure a great customer experience every time.