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Reasons Why You Need To Talk To (and Listen) To Your Customers

By Expert Author: Dave Carter

It can be safely assumed that customer behaviors have radically changed. Driven by many factors, mainly technological advancements, a customer tends to take part in conversations less. You see so many of these potential and existing customers browsing your products and services on your website, placing their orders and paying for it online, and confirming that they have received the product or completed service.

This cycle seems to be the dominating trend these days. The market is looking for greater convenience, and nothing can be more convenient than sitting on the couch, pressing keys and hitting buttons to complete a transaction.

The question begs, however: Are we losing touch of the "human side" of doing business?

Many opine that while convenience, ease and efficiency have been the name of the game for modern businesses, we're getting close to becoming too impersonal. Do we really know our customers?

Enter the good old conventional calling. Hearing that human voice from the other end of the line to do business with you can be quite off-trend, given the statistics pointing to customers' increased explorations online. Business dealings these days are characterized by a lot of e-mail sending and chatting correspondence. As a result, many enterprises are missing out on the golden opportunities for knowing customers better and serving their needs better by talking to them, phone-style.

One of the best reasons why you should not give up actually talking to your customers is that it is a basic human need to have a meaningful and clear conversation. No matter how busy or preoccupied your customer is, there is value in showing them that they are actually dealing with people. An automated template e-mail may be the easier and faster way to go, but at some point, it can be distressing and un-engaging to be getting information what seem like robots.

When they are able to speak with you or a representative, customers get the impression that indeed, they are valued. Having someone to understand the idea they want to convey, particularly for inquiries and complaints, is every person's need. Customers appreciate it better if they can readily talk to somebody from your business to listen and respond to them, rather than spend time typing up those words (and finding the right way to say it!).

The only way to build a personal relationship with your customers is to make sure you know them and talk to them. Sure, sending them automated messages on their phone or online is a good way to keep in touch, but knowing them on a deeper, more genuine level requires actually "reading through" them, which you effectively can when you hear their voice.

With phone conversations regarding product inquiries or complaints, you are able to get detailed information about their profiles and evaluate whether or not the strategies on your website are working. Phone conversations these days have gone beyond simply ringing and bridging distance through voice communication. There are systems that you can take advantage of to track your customers, where they come from, and what led them to find you through your website.

Gaining a competitive market advantage can be a challenge. Check Calldynamics now to find out how you can track your customers and determine the compelling parts of your site that worked and led them to give you a call.

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