Customers Want to Talk. Are Companies Listening?

By Sue Voyles / October 9, 2017 /

Have you ever tried talking to a large company?

If you’ve ever had a problem with a large company’s product or service, you’ve probably run into the frustration that comes with trying to reach them. Sometimes, it can be darn near impossible to even find a help page on their website, much less use it to contact someone who can fix your issue. (Certain global companies, that will remain unnamed, come to mind.)

Many companies encourage communication via their social media platforms. But that can be

a losing battle, too. By the time they sift through all the noise, your perfectly valid complaints may get left in the dust.

As a communicator, it’s hard for me to wrap my head around the fact that many large companies don’t consider communicating with their clients to be a priority. It’s especially hard for me to understand when I look at the data that shows that customer service is more important to consumers than ever.

And make no mistake, communication is a key part of customer service. When you communicate with your customers, it shows that you care, that you’re willing to help them, and that they’re important to you. And by making it easy for them to communicate with you, it makes their experience easier, and gets their problem solved faster.

It’s such a simple thing, but it’s something that many businesses skip.

Learning how to communicate with your customers — and, more importantly, learning how to let your customers communicate with you — can help set you apart from the rest.

— Sue Voyles