Online communication has never been more important than it is today. Yet so few businesses manage to get it right. The simple fact is that, for the vast majority of your customers, their first impressions of your business will be via the Internet, and it’s important to get your message across quickly and succinctly.
As with everything in business, there is a right and a wrong way of communicating with your customers online. And in this guide, we’re going to show you everything you need to know to improve engagement, stay on message, and deliver your services to prospective and existing customers. Read on to find out more.
The death of email has been on the cards for some time now according to many digital marketers. Don’t listen to a word of it, however, as email is still the best way to communicate with your customers in the online domain. Regular newsletters with appealing subject lines give you a chance to get into your client’s minds on a weekly or monthly basis, and as long as you provide them with interesting and valuable information, your open rates should look good.
Social media can have an important role to play for your business with regards to your communications. But, it’s important to understand the pros and cons of social media marketing before relying too heavily on Facebook, Twitter, and Instagram. While you can build up close relationships with customers – and grow an audience – it is a time-consuming process. Social media can cause communication problems, of course, but these mostly occur when businesses neglect their channels, rather than approaching the problem head on.
Building a blog can be a great way of communicating your authority and knowledge about your industry. If your target audience reads it and is interested in the information, they will come back for more. And later on down the line, when they are ready to make a buying decision, there’s every likelihood they will choose your business over the competition.
Make sure that all of your communication channels are visible on your website. People like to communicate in different ways, and you have to cater to their tastes, or they could end up going elsewhere. A real mail address and phone number are essential for more traditional customers, and email and links to your social media channels are also necessary. You might benefit from setting up something like Live Chat, too, as more customers are beginning to use it to talk to businesses when they need a question answered.
Make it easy
Finally, make sure that it’s easy for your customers to reach out to you. The harder they find it to get in touch, the more likely it is they will end up going to your rivals. So, take a look at your contact forms – are they easy to fill out, or do you require your customers to answer a vast array of questions? If it’s the latter, you are making a big mistake – your audience wants speed and simplicity instead.