If I could have one superpower, it would be to have the observational skills of Sherlock Holmes. Think how easy marketing would be if you could assess the likes, dislikes, activities, and proclivities of your target audience within moments of meeting them! Your sales journey from inquiring prospect, to convinced buyer, to delighted loyal customer would be seamless!
Well, I’m not Sherlock, but when it comes to developing an effective customer communications strategy, a little thoughtful planning can go a long way. Here’s three steps to help map a customer communications journey.
1. Map Out Key Customer Moments: – Identify the main stages where customers interact with your business (e.g., learning about you, making a purchase, and after buying). – Think about what they need or expect from you at each stage.
2. Plan Your Messages: – Decide what you want to say to customers at each key moment. – Keep it simple and valuable—welcome them, thank them for their purchase, ask how they’re doing, and offer help or updates.
3. Collect and Use Feedback: – KNOW THE DIFFERENCE BETWEEN FEEDBACK AND REFERRALS – Regularly ask customers how you’re doing and what could be better. Then use their feedback to improve your services. – When you know you’ve exceeded expectations, ask for referrals.
Following these basics will help you create a clear path for communicating with your customers, helping to keep them happy and encouraging them to bring more business your way. It’s elementary.
