Do you obey the 5 commandments of customer communication?
Do you obey the 5 commandments of customer communication?
People may not buy everything on the internet, but recent statistics indicate that 70% of purchases are researched on the internet today. A large proportion of these are then made in person at shops.
Imagine the scenario; you have looked on a lighting company's website, and seen a lamp that you like, but you really want to see and feel it in the flesh as they say. You go into the shop, and ask for it. “Oh, but we don't have that in stock” they say! You explain where you saw it, starting to get frustrated. They explain to you, speaking slowly, treating you as someone who just doesn't really understand, that just because it's on the web, doesn't mean they have it in the shop.
How do you now feel about that company? I would walk out and go somewhere else.
Every time someone external communicates with your company is a chance to impress. Maybe it is time to review what you are doing. Take a look at, what I call the 5 commandments below and see how you score;
* Be consistent in what all employees say and do, across all channels of communication.
* Make it easy for customers and prospects to contact you, using whatever method suits THEM.
*Respond to all contacts in a professional and timely fashion.
* Track all communications, and ensure appropriate processes are in place to ensure appropriate action is undertaken in all instances.
* Constantly check how you're doing and is everything working, by asking your customers prospects and employees for feedback.
* There is one common theme, in addition to the external contact that runs through all of these commandments. That is one of internal communication.
In order to communicate consistently with people outside the company, you first must learn to communicate effectively inside your company. You may want to check if everyone understands your company's vision and mission.
Do you obey the 5 commandments of customer communication - To learn more about this author, visit Peter Lawless's Website.
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Whether you are a one person band, or a company with 5,000 employees, it is vital that everyone sings off the same hymn sheet. By this I mean that customers should experience the same positive proactive experience, regardless of whom or where within your company the interaction comes from.
People may not buy everything on the internet, but recent statistics indicate that 70% of purchases are researched on the internet today. A large proportion of these are then made in person at shops.
Imagine the scenario; you have looked on a lighting company's website, and seen a lamp that you like, but you really want to see and feel it in the flesh as they say. You go into the shop, and ask for it. “Oh, but we don't have that in stock” they say! You explain where you saw it, starting to get frustrated. They explain to you, speaking slowly, treating you as someone who just doesn't really understand, that just because it's on the web, doesn't mean they have it in the shop.
How do you now feel about that company? I would walk out and go somewhere else.
Every time someone external communicates with your company is a chance to impress. Maybe it is time to review what you are doing. Take a look at, what I call the 5 commandments below and see how you score;
* Be consistent in what all employees say and do, across all channels of communication.
* Make it easy for customers and prospects to contact you, using whatever method suits THEM.
*Respond to all contacts in a professional and timely fashion.
* Track all communications, and ensure appropriate processes are in place to ensure appropriate action is undertaken in all instances.
* Constantly check how you're doing and is everything working, by asking your customers prospects and employees for feedback.
* There is one common theme, in addition to the external contact that runs through all of these commandments. That is one of internal communication.
In order to communicate consistently with people outside the company, you first must learn to communicate effectively inside your company. You may want to check if everyone understands your company's vision and mission.
Do you obey the 5 commandments of customer communication - To learn more about this author, visit Peter Lawless's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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