Communications is a significant driver of human connections. HOW messages are delivered is as important as WHAT is shared. Talking in person is ideal. However, sometimes it is not possible given physical location and related factors. Seth Godin talks about using the appropriate medium. His words resonate with me a lot. I believe that lack of communication is the number one source of customer and employee dissatisfaction. The good news is that communication is in our control and easy to fix when issues arise.
5 communication tips to maximize customer satisfaction:
- Ask customers about how well you’re communicating. What is their view of response times? Are their expectations met? Remember: perception is a reality!
- Distribute customer feedback throughout your organization. Everyone needs to own it. Read books. Watch TedTalks. Get good at communicating effectively.
- Follow up often with customers. Silence is never an option. If you don’t have updates, let customers know that you have not forgotten about them. Explain you’re working on a solution and will provide status in a few days.
- Pick up the phone as Seth says. While technology is a blessing, it’s also a curse too. Email and text messages are often misinterpreted. There’s no replacement for personal communications the “old fashioned” way.
- Show up and often. Customers appreciate when company owners and leaders are available to them. I recently wrote about a CX Example That Stands Out Above The Rest. Read my article and you will quickly understand what I am recommending.
5 tips to maximize employee engagement:
- Establish weekly team meetings and Don’t Cancel. So much happens in a day never mind a week. Devoting even 30 minutes together to discuss the company and department updates sends a positive message to employees that they are important.
- Humanize communications. Meet in person and leverage video conferencing with remote workers. Seeing each other’s faces helps create and maintain personal connections.
- Show up and often. Just like I mentioned above about maximizing customer satisfaction, employees feel valued when the company owner and leaders are visible and available to them.
- Get employee feedback from across the company, especially the frontline. Asking employees their perspective is a great way to make them feel valued. Remember: Happy Employee leads to Happy Customer. Voice of Employee (VOE) Matters.
- Take action based on employee views. Close the loop. It’s one thing to ask for feedback but it’s most meaningful when employees see improvements happen because of their opinions. They will naturally want to communicate more and be brand advocates.
Your Voice Matters!
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*All opinions expressed are Stacy’s alone and do not reflect the opinions of or imply the endorsement of employers or other organizations.