When you’re a parent with a young child, it may seem like the questions are never-ending. Why? What? How? In business, it’s not so different. We need to ask our customers questions so we understand how to better give them service or provide the product they want.
I wrote about this topic last year, but it’s come to my attention again that we need to be asking more questions about how customers want to be communicated with. Do they like email? Do they want a text? Or do they prefer a phone call? What about good old fashioned face-to-face communication?
The preferences are as different as the people involved. I have learned that we should never make assumptions that people want to get communications in the same way that we want to receive it. I’ve written about the telephone before, and I’m a big proponent of using the telephone. But, to be honest, many people prefer email. And there’s nothing like a text for a quick exchange of information.
Our communications are going to continue to evolve. Just look at how we use chatting/instant messaging, messaging via social media, and tools like Skype or Zoom. As more methods become available to us, we will have to keep asking questions about how our customers want to hear from us.