Developing A Customer Communication Strategy


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4 Steps to develop a strong communication strategy for small business

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Developing A Customer Communication Strategy

  1. 1. Developing a Strong Customer Communication Strategy to Accelerate Your Business
  2. 2. About accelerate series The accelerate book and the accelerate series was developed by Celine Egan and Sue Henry, two powerful and REAL business women. With an incredible skill set between them Celine and Sue make a great team, funny, inspiring, practical and down-to-earth. With their no-fluff approach Celine and Sue tell it like it is, their information is practical , tested and effective . Their business philosophies and approaches are simple, practical and based on the three things they value the most family, fun and a bright future for all .
  3. 3. Customers (and potential customers) buy products and services depending upon the strength of your communication strategies. Maintaining strong and consistent communication strategies both internally and externally is one of the most imperative keys to accelerating your business. Unfortunately, they are often the areas that let most businesses down! Here are four ways in which you can develop a strong communication strategy with your customers… Developing a Strong Customer Communication Strategy
  4. 4. 1. Know how your customers make purchasing decisions. Understanding how our customers think and make purchasing decisions can give you great insights in how to structure your key communication messages. We invest time and effort in profiling who our customers are, how they think and most importantly how they make their purchasing decisions. A great way to determine how your customers make their purchasing decisions is to profile some of your existing customers for clues to what helps them decide. Try the exercise on the next page to help you to get started… Developing a Strong Customer Communication Strategy
  5. 5. Exercise – Understanding Buying Behaviour Make a list of current customers and list their geographic , demographic and psychographic traits. If you are a new business identify 10 customers that you would like to have and use them as your profiling example. Pick one or two that you have an exceptional relationship with and ask them what factors influence their buying decisions. Look for common categories amongst your list so that you can structure your communication messages accordingly. Developing a Strong Customer Communication Strategy
  6. 6. 2. The continual branding & image of you and your business You only get one chance to make a first impression! Like it or not most people formulate their impression of you and your business within the first 45 seconds of meeting you or coming into contact with your business. The most significant question you can ask yourself is… “What first impression do people (customers) get when they first come into contact with me and/or my business?” See next slide for some additional questions to consider for the effectiveness of your branding and image… Developing a Strong Customer Communication Strategy
  7. 7. Branding and Image Questions <ul><li>Do our marketing materials tell a simple story of what we do or offer? </li></ul><ul><li>Is our message easy to read or do people need a magnifying glass to see it? </li></ul><ul><li>Is there synergy with our web site, brochures, business cards, store and sales messages? </li></ul><ul><li>If I wasn’t involved in the business what would be my first impression </li></ul><ul><li>Is our logo unique and memorable? </li></ul><ul><li>Do we use colour? Too much/not enough/just right? </li></ul> Developing a Strong Customer Communication Strategy
  8. 8. 3. The Quality of Products and Service You Provide You can have the right customers, the right message a fantastic image… however if the products and services you provide are not high quality or the quality that your customers expect you limit your chances of repeat and referral business. A critical question to ask yourself… “ What quality measures are in place to ensure my customers are 110% satisfied with what they are buying?” Developing a Strong Customer Communication Strategy
  9. 9. 4. The frequency of contact you have with your customers If you are not in front of your customers, then someone else (your competitors) will be! It may be an old cliché but a very true one! To remind your customers of who you are and what you do ensure your communication strategy includes a frequent contact program. There are many different methods of staying in front of your customers. Here are a few that are low cost and easy to implement… Developing a Strong Customer Communication Strategy
  10. 10. Methods of staying in touch <ul><li>Send postcards </li></ul><ul><li>Write newsletters </li></ul><ul><li>Call them </li></ul><ul><li>Visit them </li></ul><ul><li>Host customer only promotions </li></ul><ul><li>Send e-mails </li></ul><ul><li>Post industry related articles to them </li></ul><ul><li>Invite them to join you at networking events and functions </li></ul><ul><li>Host annual conferences </li></ul> Developing a Strong Customer Communication Strategy
  11. 11. If you enjoyed the information in this presentation please feel free to visit our website or email us at Developing a Strong Customer Communication Strategy