Online communication with your customers

As a business coach we want our clients to be able to develop their proposal quickly and effectively. Accompany them step by step and be a guide while they learn and gain confidence in their capabilities.

Showing them that the process can be easy, keeping them focused on their goals. An essential part of being a business coach is interacting with clients. Create a connection with them, build trusting and empathetic relationships, which they in turn can replicate with their own clients.

Communication is an aspect that needs to be honed. It is widely accepted that the best thing is a face-to-face conversation, where we can evaluate both the content and the form of what is being talked about. Unfortunately in today's world this is not practical, especially when it comes to attracting customers. This is where online communication comes in, where the challenge is to emulate as organically as possible the processes involved in negotiation or sales management.

Guidelines for good customer service

The Internet has billions of connected users. It is the best way to connect services/products with customers. And they expect you to maintain communication at all times (before, during and after the sale) and quickly and clearly.

Guidelines for good customer service:

• Provide them with an experience tailored to their needs.

• Transparent, realistic, concise and agile communication.

• Anticipate potential problems.

• Be empathetic. Put yourself in the customer's shoes.

Useful tips to create a communication strategy

Use materials (images and videos) that really connect with your target audience. Be consistent, be present with content that your customers value and at regular intervals. Learn from your competitors and customers, analyze their materials and publications.

Identify specialized consultants who are experts in their field for future collaborations. Become a reference in your sector, to be considered for outsourcing. Create and add value, not be obsessed with selling. Keep yourself updated in an ever-changing environment. Stay focused on your goals and be consistent with the chosen strategies.

Communication strategies

For our message to reach people with a positive impact we will design a set of actions, we will develop a communication strategy. Depending on the moment our business, brand or company is in, we will choose the most appropriate one.

Launching: When they do not know you. It is your presentation to customers, you must make a positive first impression. You must explore the channels that suit you best. Alliances at this stage are very beneficial.

Visibility: Reach potential customers in your market. It is important to have a memorable and defined personality, brand or style. Create marketing and advertising strategies either in social networks, the media or with influencers.

Trust: We are already liveable, now we want to convince people to buy. Design actions that generate that credibility as alliances with influencers or reference in the media.

Positioning: Being competitive is the next step. Becoming a reference and an authority figure in our market. The actions and channels we use must be directed in that direction.

Growth: Even if you are already known or positioned, this will be a constant strategy, especially in a competitive environment. Updated feedback, practically in real time, will be essential and you must design actions to achieve it.

Some examples of strategic online actions:

• Differentiated management of social networks with consistent and organic content.

• Advertising campaigns in social networks.

• Use of e-mail as a marketing tool.

• Alliances with influencers.

• Use of affiliate marketing.

• Use of storytelling, telling stories so that customers identify with and remember our business.

• Invite people to participate and get involved through contests, testimonials, opinions, sweepstakes, among others.

Advantages of implementing an online communication system

Once a communication strategy has been identified and developed, it is a matter of deciding which specific actions you should carry out and which channels you are going to use. Everything depends on the particular characteristics of your business and there is no magic formula, it takes a lot of analysis and it is a process that should not be rushed. However, including an efficient communication system is fundamental.

It is critical and challenging to maintain excellent communication with the client. Immediacy is fundamental. Implementing a communication system that performs tasks automatically by taking advantage of available technologies leaves us more time to focus on business development. Some of its advantages are:

• Agile sending and receiving of information and messages.

• Creation of automatic processes such as service reservations, consultation of product and service catalogs, home deliveries, among many others.

• Perception of professionalism and added value.

• Exchange of information between internet platforms.

• Reach more people and have international reach.

Most common online communication tools

Among the most widely used means of communication on the Internet today are:

• E-mail: It is an easy, secure and professional way to manage communication. It is possible to keep a record of the information well classified thanks to its organization options. It also has the advantage of converting users into customers by sending catalogs, invitations to events, information or publications of interest.

• Video conferences: Especially for first meetings, it helps us to establish professional relationships and create rapport with customers.

• Web site: It is always our letter of introduction. The content we place on our page must be a true reflection of our business, company or brand. We must take advantage to highlight what makes us different and unique. Transmit the atmosphere and our values through colors, design and content.

• Social networks: It must be consistent with the sector of your market and above all appropriate to the potential customers that are in each of these. They must be managed by professionals, a community manager with experience and creativity. If you have employees specialized in a topic, it is a good opportunity to involve them in some way, which will result in greater confidence on the part of customers.

• A Blog: Whether on the website or independent, it is another opportunity to approach potential customers through informative/educational materials that are of interest to them. Providing solutions is a way to become a reference and build trust. It has the advantage that it can be consulted at any time.