How to Win Your Customer's Loyalty with Personalized Communication

September 4, 2018

This is a guest post by Donna Moores, whose author bio will be at the end of the article.

Starting an online business is a profitable undertaking if you know how to manage it properly.

One of the best ways to do it is to learn how to communicate with your customers.

It is important to get visitors to your online store – actually, this is the first step that you need to focus on. Then, however, comes something even harder and more essential – to convert the visitors to customers and eventually to make them loyal customers to your brand.

How to achieve this?

Good communication is the key but the question that remains is what is the best way to organize our communication with customers so that to conquer their loyalty.


Here are a few suggestions to help you with this task.

Synchronous and Asynchronous Communication

What is the difference and how to use them?

  • Synchronous communication is real-time communication between two or more participants. This is usually face-to-face talking or phone communication. Video conferencing is also a popular form of synchronous communication in recent years.

  • Asynchronous communication happens sequentially, usually through an exchange of messages. You get the message, read it and then respond. The other party also has time to read and respond to your answer and return a message. Sending letters or e-mails is typical for this type of communication. Nowadays, instant messaging is one of the most popular forms of asynchronous communication. With the growth and innovation of technologies live chat is popular and growing and even demanded and expected by most of the customers of online shops.

It is interesting to note that when it comes to e-commerce, most of the customers would rather be contacted via an e-mail or message rather than over the phone. It is also quite rare that they will pick up the phone to contact the retailer.

In order to be successful, an online business needs to take into consideration and respond to the expectations of its customers. The level of customer service offered defines the loyalty to a certain brand according to 97% of the global customers. Hence, it is of paramount importance to learn how to communicate with them.

Using Messaging to Make Loyal Customers

In this dynamic market where often supply is higher than the demand, do not expect customers to search for your services.

On the contrary, you need to be pro-active. You need to be aware of your customer preferences and needs and ready to offer them the best service or product once it is available.

This is often done by sending your current or prospective customers a text. Up until recently, the email was the most preferred tool for contacting customers, however, in the past years, chat apps are replacing it.

Texting someone is much more informal and gives personalized vibes to the service you provide. Recent research reveals that technology erodes the boundary between personal life and work and this can be beneficial for e-commerce.

Personalized text messaging communication

Using text communication, however, is not as simple as it may look. Even though the idea of this communication is to be informal and friendly, if you want to win the loyalty of your customers, make sure to train your employees on how to write powerful, catchy texts.

Note: you can always use the help of professional writers as those employed by Handmadewritings in order to help them gain experience in composing great e-mails and answering messages in an appropriate way. Being able to express yourself in a professional manner and to answer the customer questions, solve their problems and/or present them the new product and service with confidence and in detail is a trick that can win the trust of the customers.

Main Benefits of Messaging Customers

There are several benefits associated with asynchronous communication or the exchange of text as perceived by the customers. Here are three of the most important ones:

  • It gives them the freedom to move

If the customer is bound to contact you directly over the phone or stay in the chat until you are able to resolve their problem, that will restrict their movement. Sending a text (in an e-mail or through a chat app that allows a later response) gives the person the freedom to move. They can text you from their computer and go about to do their tasks and come back later to check the response either on the same computer or through a different device.

  • It gives them the opportunity to multitask

A customer may have an issue with a given product and need your assistance, however, this might not be their priority for the day. Being able to send a text with their question and then get back to the answer received by you whenever they have time, gives the person the ability to keep doing other tasks as well.

  • It leaves a record that can be used for reference later

Once a complaint or a resolution to a question is put in a text, it can be kept for reference at a later stage if need be. Thus, customers do not need to repeat information if talking to different agents. In case of any problem, the text that was exchanged can be used as a proof of excellent service or lack of such.

Customer service promotes loyalty and personalized communication leads to sales

Customers value the service and attention they receive from online vendors and the opportunity to communicate with them in an informal way.

Being able to ask a question and not stay hooked to the phone receiver until you are being “served” gives the customers a sense of freedom. The guarantee that they will get an answer in a text format regardless of the time a question was asked is valued by the customers and can win their loyalty.

Author Bio:

Donna Moores is a successful blogger and CMO at Handmade Writings. She has gained an outstanding marketing experience within the biggest industries and businesses, which she pleasantly shares with the readers.

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