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The 4 Cs that make Customers Loyal: 1. Communications

Use appropriate knowledge level and language for each customer. Avoid jargon and techno-speak. You might think that “blinding ‘em with science” makes you look clever, but all it does is make you look like a dick.

Use an appropriate communication channel for the customer – do they prefer to communicate with you via phone, email, letter or face-to-face/personal?

Be clear, concise, and to the point

Make communications convenient (e.g. what’s the best time to phone?)

Be friendly and approachable.

Listen to what the customer is REALLY saying – you have 2 ears and 1 mouth – use them in that ratio.

Check your spellings and grammar – be professional.

Make it clear why you’re communicating and what about

Have a consistent message.

Next time: 2. The influence of the company culture

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