Are you communicating well with customers in your business? So much of the time we think we are, but our customers and prospects may not be of the same mind.
As George Bernard Shaw said,
“The single biggest problem with communication is the illusion that it has already taken place.”
In most businesses, certainly professional services, the goals and objectives are to create long-term customers who connect with the brand, the service(s) and the people; customers who purchase regularly, engage with the brand when prompted, attend events and introduce associates, friends and family to the business. How you communicate with them in all areas; through social media, your website and emails, printed collateral, over the phone and in person at the office and outside events, requires significant thought and planning. Your communication plan needs to be clearly thought out, put in writing and followed.
Do you have a written communication plan? For example:
• Core messages you want customers and prospects to know about your company, your brand, your people. Make a list on two or three core messages, one of which will always be included in whatever you are sending out.
• Create a timeline for focused messages, such as new products/services that are being released, an event that is coming up, or reminding customers about the benefits of existing services they currently utilize. You want to promote new opportunities early, as your consumers, like you, have lots to do besides thinking about your business, and they need time to plan.
• A release schedule for information, no matter how that information is released (on the website, through emails, social media, print, etc.) – it should be scheduled for the most opportune times.
• A list of important points that are to be presented to new and potential customers who approach your business. Be succinct and limit talking points, you want to leave time for questions and for potential clients to talk, too.
• Create a flow of integrated information, all of which builds on the information you have already disseminated.
It’s never too late to start communicating efficiently and effectively. Thinking about this and making notes now will get you ready for opportunities ahead. Talk to DuckMedia to formalize your ongoing communication program, firstname.lastname@example.org