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9 ways to improve employee and customer communication

Jennifer Lonoff Schiff | Feb. 10, 2015
Marketing and communication pros share their tips for how companies can foster better communication (and collaboration) among employees, as well as improve customer communications.

To increase the likelihood of your message being read and acted upon, "be concise. Make it abundantly clear 'what's in it for them,'" she says. "Provide options to learn more (e.g., an embedded video, a link, a contact name and number). And above all, focus on your email's subject line. Unless your customer is compelled to open your email, your amazing, actionable content is all for naught."

By the way, this advice doesn't just apply to your customers. It works for internal communications, too.

8. Make it easy for customers to communicate with you. "Always give the customer a way to easily [contact or] reply [to you]," says Eoghan McCabe, cofounder and CEO, Intercom. That means providing customers with an easy-to-find email address and phone number, or live chat or social media link (e.g., Twitter).

Furthermore, "in every customer communication, make sure there's an easy way for the customer to reply -- and be willing to listen to what they have to say," he adds. Remember, listening to what customers have to say, acknowledging them, not only "makes customers feel more respected [and more likely to do business with you, it] can serve as a valuable source of feedback to improve your product or company."

9. Keep customers informed with text messages (SMS). "Use text messaging to get the word out to customers," says Dan Kamins, CEO, TextMarks, as SMS communications service provider. "If you need to let your customers know about something immediately, the best way to do that is by text." For example, "you might have an outage that affects [them or] their business," he says. Or you may need to reschedule their appointment. "SMS solves the problem of making sure interested people get the message [quickly]."


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