Are You Speaking Your Customers’ Language?
To create a stronger customer base, an ample amount of time is spent talking about how important it is to build customer relationships. The only goal being to share a mutually beneficial relationship. To establish a successful customer relationship, you need to know them — their likes, dislikes, challenges and, most importantly, the language they speak. This includes their local and industrial languages.
Are You Following Your Customer’s Thought Processes?
Being aware of the customer’s thought processes is necessary for providing your customers with great functionalities that meet expectations and allow for easy interaction. This means anticipating customer needs as well as addressing them before the customers bring them up. There is no denial of the fact that a telecom company’s needs won’t be similar to the needs of the fashion industry. So, before learning a customer language, it is necessary to share the same thought process.
Are You Acquainted with the Language Customers Speak?
Marketers need to ensure that they share the language spoken by their customers. When making decisions, it’s crucial to share a common language because it simplifies customer understanding. In order to grow the customer database and reach a wider audience, adapting to their language is the only option.
The following factors need to be addressed while getting acquainted with your customers’ language:
1. Listening is the key to understanding.
While customers are not business experts, they are very good at what they do. They have a certain way of talking about their business, clients and offered services. Interviewing your customers is the best way to gain insight into their communication skills and discover how they solve their problems and show curiosity about their business. Ask as many questions as you can and remember to note the phrases, words and examples used while talking to you. They will answer while you sit back and listen attentively.
2. Interaction is significant.
In addition to learning your customer’s language, you need to interact with your customers. Immerse yourself in your customer’s environment and discuss in terms of often-used phrases and words. The more interaction, the more fluent with your communication skills. This will result in an increased number of customers, which leads to more business.
3. Feedback is crucial.
When it comes to marketing, it’s important to obtain feedback from your customers, whether from surveys or customer calls. The goal is to know whether you are speaking your customers’ language because while talking on the phone with customer service, over 56% of customers need to restate their concerns. This is why obtaining call feedback is important.
4. What Technology Is Being Used?
Learning a new language is not easy; it takes time and patience. You cannot discontinue communication with your customers until you’ve mastered it. Technology can be used to fill the communication gap between the marketers and the customers. Some of these technologies are:
a) Interactive Voice Response (IVR)
IVR is a technology used to help customers interact with marketers via telephone keypad or speech recognition by following pre-recorded audio or direct prompts. IVR is mostly-used for banking payments, mobile purchases, travel information and much more.
b) Live chat
Live chat is another feature that allows a direct chat with customers in real time. You can easily communicate with customers and, when issues arise, screens can be shared.
If you are interested in integrating the Live chat feature, one of the best platforms to help is Tagove. Tagove is the leading provider of live chat and CRM features. These features can help you attract more traffic and hassle-free interaction to your website.
When businesses and customers speak the same language, it ensures perfect communication resulting in an increase to the client base and total business. So, get ready to speak your customer’s language.