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The Many Ways to Communicate with Customers

February 23, 2011 Leave a comment

Diana Meyer
CEO/President, Meyer Marketing Intelligence, Inc.

Phones, e-mail, texts, Facebook, LinkedIn, Twitter, and YouTube are all tools businesses use to communicate with their customers. How do YOU communicate with and market to your customers or prospective customers?

Now you may be wondering, “Do I need to communicate with my customers using all these mechanisms?” Quite simply, the answer is “No”. Yes, I know that’s a relief! However, what you would want to do is really understand who your customer is, his or her age profile, and where or how they want to interact with you. Let’s take a quick look at some of these communication tools.

Phone: clearly the overwhelming majority of people have access to phones; however, there is a growing trend in the U.S. away from landlines. In fact, younger customers are more likely to rely on a cell phone exclusively.

E-mail: this is a cost-effective way to communicate with customers. It’s also important to note that those under 44 years of age are less likely to use e-mail compared to those at least 45 years of age (according to a survey conducted in 2010 on internet usage by SSI).

Text: great way to communicate with customers under the age of 25 according to the same study in 2010. Also, promotional information can also be sent out via text messages.

Facebook: another great way to communicate with all customers. Younger customers are most likely to communicate via Facebook. However, do NOT rely on this media exclusively and Facebook posts should be done in concert with other types of communication to establish trust. Although many messages are done electronically, people do not automatically trust these messages. Think of possibly participating in local events to make that human connection and post about the event on Facebook.

LinkedIn: good communication tool if your customers are other businesses or business people. One of the ways to use LinkedIn is to either post questions or answer questions in the “Answers” section.

Twitter: great way to reach a large number of people, but important to remember your message needs to be concise and clear at a maximum of 140 characters.

Just remember, the key is to make it easy for your customers to connect with you on their terms! Also, keep in mind these are all two-way streets of communication. If your customers post or tweet something, acknowledge them with a post or tweet and respond to their question.

 

Diana Meyer
CEO/President, Meyer Marketing Intelligence, Inc.
661.254.6141
dmeyer@meyermktg.com
http://www.linkedin.com/in/dianameyer0217
http://www.facebook.com/meyermktg
http://www.twitter.com/dianawm

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