What is good client communication, and how do you implement it effectively?

Client communication is how a company interacts with its customers, partners and other stakeholders. It is fundamental to maintaining an excellent relationship with clients. According to HubSpot’s 2023 ‘Consumer Customer Support Survey’, ‘60% said they would be more loyal to a brand with a fast customer service response time.’

Communicating with clients is how a company builds trust, receives feedback and improves its product or service. It ensures customers are kept informed, allowing the company to better understand their client’s needs and make more effective decisions.

Client communication’s primary purpose is to provide updates and promptly respond to queries or change requests. Good communication increases customer loyalty and mutual respect between businesses and their customers. It goes beyond just providing services.

Successful client communication requires you to do the following:

1. Build a relationship and listen to customers actively.
   Take the time to be professional and personable with your customers. Get to know them and listen to what they tell you. Active listening is a skill like any other, and you need to practice it. Stay involved in the conversation and ask clarifying questions if you do not understand something.
2. Do it the analogue way: call them by phone.
   Touching base can be a great way to keep your business at the front of your customers’ minds. You don’t have to try and sell your customers anything; you can use this opportunity to build a strong relationship.
3. Develop customer communication standards.
   Internal customer service and communication policies, standards and benchmarks ensure that your employees communicate with your customers consistently. This gives you peace of mind that your staff provides the same exemplary customer service each time customers interact with your business.
4. Act and resolve disputes quickly in the event of a problem.
   Customer complaints will happen; therefore, it Is essential to build strong customer relationships. Handle problems professionally and act quickly. Follow up by communicating proactively after you solve the problem. This will show them that they are essential to you and that you highly value your relationship. Good customer communication can help reduce costs by proactively addressing problems and reducing the number of customer complaints.

The benefits of good client communication

1. It leads to a better reputation: a good reputation is essential for every company. Effective customer communication can help build and maintain a positive reputation, attracting new customers.
2. It encourages innovation: interacting with customers can help companies gain valuable information about their needs and wants. This information can then be used to develop new products and services that better meet customers’ needs.
3. Loyalty: Companies can build customer trust and loyalty through open and honest communication. This leads to greater customer loyalty and satisfaction, increasing sales and profits.