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Top : Communicating With Customers: Communication with customers and marketing often overlap since the same strategies for communicating effectively with customers also result in good marketing. Here you'll find material to help you use information about your customers to communicate effectively.
Communicating With Customers
In our section on communication skills, we provided resources to help you understand things like the importance of nonverbals, paraverbals, language, listening and business communication, generally.
Now we'll look at communication within the context of customer service, and focus more precisely on applying communication skills and knowledge to our customer service interactions.
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Applying What We Know About How People Communicate To Optimize Our Communication With Customers
How to Use Your Retail Customer Information - by WachoviaListed below are 10 ways in which you can use customer information to help you build a stronger relationship with your retail customers. The ideas below should be used in addition to the regular communication you have with your customers regarding seasonal sale announcements, special events, promotions, etc. (Added: 3-Feb-2005 Hits: 1667 )
New Business from Old Clients - by Rhonda Abrams
Many businesses spend huge amounts of money creating new clients, and neglect generating business from old, established customers and clients. Here are a few ideas on how to communicate more effectively with old clients to geenrate business. (Added: 3-Feb-2005 Hits: 1200 )
The Hardest Word to Say is No - by na
Sometimes you just have to say no to customers. Here's an article on the subject that applies when you can't meet the customer's request. (Added: 11-Feb-2012 Hits: 111 )
Reaching Out to Customers with Disabilities -- Lesson Two, Communicating with Customers Who Have Disabilities - by US Department of Justice
Communicating successfully with customers is an essential part of doing business, and many businesses work hard to have good communication with their customers. But, when dealing with customers who are blind or have low vision, customers who are deaf or hard of hearing, or customers who have disabilities that impair speech, many business owners and employees are uncomfortable or are not sure what to do. This lesson provides the answers. (Added: 19-Jan-2006 Hits: 796 )
6 Tips to Get Your Email Opened and Read - by Michelle Keegan
If you use e-mail as a marketing tool, you can benefit from using any of these great tips. Are you sure that your e-mail recipients know who you are? Are you giving your recipients what they want? (Added: 19-Apr-2006 Hits: 787 )
Are You Listening to Me?: Communicate With Customers - by Heidi Cohen
Communicate with customers. That includes your best customers, your squeaky wheels, and the great silent majority. In the wired world, word of mouth spreads faster and carries greater clout than any marketing. Over 20 percent of consumers will contribute over 1 billion unique pieces of content to discussion forum posts, online reviews, and blog entries in 2004, according to Intelliseek. Here's how to maximize communication with customers effectiveness. pop (Added: 19-Jan-2006 Hits: 3175 )
Using Social Media as a Communication Tool [Infographic] | The Social Customer - by Pam Dyer
Social media is about more than marketing and branding. It is quickly becoming an essential part of customer outreach for brands. In addition to using social platforms to monitor conversations about their industry, competitors, and products, companies are increasingly reaching out to to their customers via the social Web to communicate messages about what they have to offer. In fact, social media is transforming the way organizations communicate -- the many social tools that are available today are very cost-effective compared to traditional approaches such as email and online advertising. Blog posts and tweets enable businesses to create communities, offer immediate feedback or assistance, and promote their products and services. (Added: 23-Aug-2011 Hits: 171 )
Think Negative Comments/Reviews Online Hurt Your Company? Guess Again | B2C Marketing Insider - by Mack Collier
Most customers that complain online do NOT want to 'hurt' your company. They just want you to listen to them, and help them with their problem. If you'll do that, you'll often flip a detractor into an evangelist. Hopefully these stats will help debunk the myth that any negative mention/review online hurts your company. In reality, it's often an opportunity. pop (Added: 8-Sep-2010 Hits: 3239 )
Setting and Managing Your Customers' Expectations - by George Colombo
In chapter 5 of Killer Customer Care: How to Provide Five Star Service That Will Double and Triple Your Profits, the author discusses one oft-forgotten yet crucial aspect of customer service: setting expectations. (Added: 26-May-2005 Hits: 2271 )
10 ways to communicate more effectively with customers and co-workers | TechRepublic - by Calvin Sun
We all know what happened to the Titanic. Clearer communications could have prevented the tragedy and the loss of more than 1,500 lives. Communications plays just as important a role in your careers. When asked to name the top three skills they believed their subordinates need, 70 percent of the readers of CIO magazine listed communications as one of them.""Here are some tips on how you can communicate more effectively with people at work, be they customers, co-workers, subordinates, or superiors. (Added: 23-Aug-2011 Hits: 212 )
The axiom for changing the customer conversation - by Dale Wolf
Conversations can be a lot like watching a game of soccer. Players on two teams run back and forth until someone finally scores. If you do not know the rules and the strategy, the game looks confusing and with no apparent rationale. Just a lot of running around.""When we are in a conversation with a segment of customers, we send messages out. Some break through and cause a response; others just ricochet into oblivion. Such conversations appear to be a lot of running around with no strategy to guide it in a purposeful direction. (Added: 15-Mar-2011 Hits: 226 )
The Manager's Guide to Communicating with Customers Collection : HBS Working Knowledge - by Richard Bierck
The battle cry of business, "know thy customer," is heralded in The Manager's Guide to Communicating with Customers Collection. This excerpt by Richard Bierck examines research by HBS professor Gerald Zaltman and consultant Paco Underhill on the downfalls of focus groups. (Added: 19-Jan-2006 Hits: 1299 )
The Manager's Guide to Communicating with Customers Collection - by Richard Bierck
re you reaching your customers? The key is knowing who they are and what they want""To appeal to retail customers you need to understand what makes them tick. What better way to do that than by studying actual consumer behavior?""A great deal of money is now being spent on quantifying and analyzing what shoppers do. This observational work is the bread and butter of Paco Underhill, a consultant whose market research firm, Envirosell (New York City), has been studying retail shopper behavior for 20 years. (Added: 23-Aug-2011 Hits: 140 )
The Acquisition Power of Yes-Maybe-No - by Dale Wolf
With the Yes-Maybe-No axiom in hand (see my previous post: The Axiom for Changing the Customer Conversation), you can now map out the entire campaign for conversing with every customer in your database; not just those two percent who might say but now to the 98 percent who have not yet said yes."Let's see how this might look in a customer experience initiative where you want to invite prospects to attend an educational Webinar. (Added: 15-Mar-2011 Hits: 271 )
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