Business.gov.au have published a feature article providing tips for keeping in touch with customers.
The feature article focuses specifically on communicating with, as well as keeping in touch with customers.
The feature article’s tips on communicating with customers includes building a relationship with the customer, active listening and using analogies to explain complex or technical issues. Building a relationship with customer can involve getting to know them better. Active listening helps to get a clear understanding of a situation with customers and using analogies can help give context to the customer on how an issue can be resolved.
The feature article emphasises that keeping in touch with customers can increase the likelihood of them remembering the business and either becoming a regular customer or recommending them to people they know. The feature article also emphasises that the way in which a business would keep in touch with their customers would vary depending on what type of business they are. The feature article suggests keeping in touch with customers on the phone, via newsletters, via emails, social media and surveys.
The feature article can be found and read in full here.
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