"Humanise" Your Online Business
27 Jun 2017
The process of mutual help and information swapping, plus giving your company a human name and face, will cement a bond between you and the customer. It will also mean that in future if something does go wrong, they have a known contact point with whom a personal relationship has been formed. It's easy to be angry with a faceless voice. It's difficult to be hostile to a known face and name.
There are of course other ways you can put a human face on your business. A newsletter is simple - photographs and biographies of staff; reports on customer successes; news of new lines. Send it as email and its cost will be negligible - its benefits priceless. If you don't have time to do it yourself, bring in outside help to do it for you.
To sum up, your aims should be:
- Give your company a human face.
- Build one-to-one customer/company relationships.
- Make repetitive checks on service levels.
- Build multiple channels of reciprocal communication.
- Make sure your back office staff realise that everybody's wages are paid by the customer.
- Make sure all staff are aware of their responsibility for the company's reputation.