A toll-free number is no longer the standard way for customers to contact you.
Customers are bombarded with choices in today’s technology-focused world. If your business doesn’t offer a method of communication that suits your customers’ preferences, they may find another company that does.

Here are 10 tips to make it easy for ALL of your customers to get (and stay) in touch with you:
Consider offering a live chat support service option on your website that provides real-time, text-based conversation with someone who can quickly answer questions.

• Use social media tools such as Facebook and Twitter to communicate with customers.
  Post helpful information in your stream, and encourage customers to ask questions and provide product feedback.
• Provide interactive maps that allow people to customize directions to your location, as well as a photo of your building to make your business easier to find.
• Include any helpful information that may save customers frustration when they try visiting you.
  For example: “XYZ Road is currently under construction — please use ABC Street instead.”
• Create a Google+ page to share updates, promotions, links, and photos.
  This will make it easy for people to recommend your business, products, or services to friends and contacts, while at the same time helping you measure your followers’ interactions.
• When posting blogs, be sure to offer an area for comments and feedback, as well as contact information, in case the reader has questions.
• Build trust with online customers by providing your company’s physical address in addition to email, phone, fax, Skype, and support line info on your website’s contact page. Add links to customer forums, your Facebook page, and your Twitter feed, as well, and consider offering a contact form as a convenience for customers.
• Include, at minimum, your website info, company email, and toll-free phone number on every marketing piece you create, including letterhead, notepads, brochures, flyers, quotes, surveys, etc. Customers who desire additional information will often seek out your website’s contact page.
• Consider a mobile website designed for smart phones that makes it easy for users to find information about you, regardless of what device they are using.

Provide a clear call to action in direct mail, email messages, and other marketing pieces so readers know how to get in touch with you.
We encourage you to contact us anytime if you have questions or comments. We look forward to hearing from you!

Create Relationships

If your business is looking for a great way to relay important messages and create a favorable impression of your company, consider a “message from the owner” (or president, CEO, etc.). Here are a few tips to create a “message” that speaks for itself:
In addition to creating a standard “mission statement” message from the owner, consider offering regular messages via a company website, newsletter, blog, sales letter, Facebook page, Twitter feed, etc. to communicate new initiatives, announce new products, or simply offer an insightful perspective on a relevant subject.

Include a photo of the owner/president/CEO. Readers feel more of a connection when they can put a face with a name.

While the messaging is most effective when it comes from the owner him/herself, consider help from a member of your communications team for message ideas, editing, and wordsmith help.

In addition to sharing a message with customers, a message from the owner is also a great way to create a sense of community within an organization and narrow the gap between the owner and coworkers.

Encourage feedback and open lines of communication whenever possible. A forum where customers or coworkers can ask questions and receive a response from the owner can be a powerful marketing tool. Consider highlighting questions and responses as topics for the messages.

The average prospect is bombarded by so many salesmen eager for their business that they can be selective over the solution provider they choose. While quality and price will always remain important factors, the level of expertise and guidance provided is often just as important. Here are a few ways you can become a resource for your customers:

• Offer hands-on training as an extension of your customer’s organization. By enhancing their ability to anticipate, understand, and solve problems, you can help them develop solutions faster and more efficiently than on their own.
• Provide a newsletter, or encourage customers to sign up for your blog. Then fill that newsletter or blog with tips, articles, industry trends, new product highlights, and relevant industry articles and resources. Create an archive section on your website that makes all previous information you’ve provided available for viewing.
• Create a resource page on your website that offers a comprehensive list of engaging and helpful links to industry resources, helpful websites, associations, event calendars, etc.
• Create an industry chat forum through your web page that gives people with similar interests the ability to chat with others about your industry, products, resources, etc.
• Stay current on industry trends and new products, as well as competitor solutions, so you can offer educated answers to your customers.
• Stay involved with your customers. Periodically check in to see how they are doing and to show that you sincerely care about them and your relationship with them.
• Put yourself in your customers’ shoes. Learn more about their industry, customers, associations, events, etc. Think of creative ways you can help them be more successful in their ventures.
• Don’t just use a sales pitch. Instead, share your enthusiasm and knowledge. Salespeople who are passionate are the most successful because their belief in the products or services shines through.