Effective customer communication is about more than a smartly-worded subject line or a crackerjack social media strategy. It’s also about more than talking. Relaying information to clients is the backbone of any successful business, whether it’s through an e-bill, a printed document, or a transpromotional marketing message. Here are four ways to do that more effectively.
1. Listen first.
Or if no one’s spoken for a while, ask a question. It’s amazing how long someone might deal with something being wrong before speaking up about it. Check in with the client. Check in with staff. You can’t fix anything before knowing what needs repair.
2. Simplify a complex process.
When we create transactional documents for clients to send their customers, we’re focused on a.) making the client’s cash flow more streamlined, and b.) creating materials that are readable, engaging, and clear. We’ve spoken before about the two questions a bill needs to answer right away. You can apply that principle to almost anything communications-related. What are the most essential things that need to be stated? What’s irrelevant? Break down an intricate process into bite-sized pieces of content.
3. Focus on storytelling.
You hear this a lot now: “Tell your business’s story.” A story has many elements, but they need to be adding up to the bigger picture. Be consistent with your design aesthetic. Share relevant updates. Stay in touch.
4. If necessary, change the conversation.
At MDG, we offer a breadth of communication solutions, because we recognize that there are nuances to every industry and lifecycles that happen within them. Whether it’s new billing statement format or a new marketing plan, we can find something that starts a new conversation with your customers and increases your revenue.