Anyone who has heard the phrase “out of sight, out of mind” knows very well how much stable communication makes a difference! In your business, it is essential for maintaining customer loyalty and keeping them connected to the company. This communication strengthens the emotional bond with the company and also increases repeat purchases. If you want to know how to maintain good communication with your customer, read below.
Where to start communication?
Your main communication channel should be where the customer is, simple as that. If most of your customers are on WhatsApp, it should be there. If most of your customers use Instagram or TikTok, you need to be present on these social media platforms consistently. The current popular platforms are usually these, but it is important to evaluate the age and intent of the audience.
Places like restaurants or nightclubs require a special investment in Instagram or social networks that allow reactions among customers. More exclusive/private places like home goods stores or some hotels, may find it more interesting to keep the customer connected via WhatsApp or Email, which are also more private.
However, it is important to keep in mind that choosing the right social network should not prevent you from communicating on others. The more you appear, the better. Additionally, you can filter and analyze which customer profile arrives through each one.
Minimum for each platform
- WhatsApp: If you seek a closer intimacy with the customer and your business requires more personalized communication, this platform is the best option, as the customer spends most of their time there.
- Email: It is a sporadic communication method, for relevant information and businesses that do not require much involvement. This form of approach also demands more attention from the professional in writing, using persuasion mechanisms.
- Instagram, Facebook, Tiktok, among others: These platforms are at an intermediate level of intimacy, which do not require as much preparation as email and are more public than WhatsApp. They serve to seduce your customer and increase confidence in the product/service.
- In person: Face-to-face communication needs to be careful not to be intrusive and to avoid forcing an intimacy that does not exist yet. Therefore, investing in visual information like banners is important so that the customer approaches when they want.