Communicating Change to Customers

Businesses and companies evolve over time and they need to implement changes. The change initiative allows them to serve and satisfy the needs of customers better. Speaking of changes, customers don’t like changes whether it is price adjustment or the customer service level. It is necessary for companies to learn to effectively communicate the changes to the employees and the customers. Today, we’ll discuss communicating change to customers; benefits, steps involved in the process, best practices, and channels of communications.

Benefits of Communicating Change to Customers

• Earning the trust and confidence of customers
• Sharing changes with customers and listening to their feedback and questions to make them feel a valuable members of the company
• Protecting the rights of customers by timely informing them of upcoming changes
• Creating a buzz for the change project and making them feel excited
• Some customers spread false rumors about the brand; timely communication of the changes would make them feel a valuable members of the society

Channels to Communicate with Clients

• Handwritten notes
• Video message
• Social media posting
• Web chatting platforms
• Text messages
• Mobile and cell phone technology
• Websites
• Email

Steps on How to Communication with Clients and Customers

• Comprehending the needs, wants, and wishes of customers
• Explaining why changes are significant and necessary
• Employing clear and simple language for the change project
• Addressing and anticipating the needs and concerns of customers
• Requesting for the feedback of customers
• Follow up communication and offer them updates

Communicating Change to Customers

Let’s discuss communicating change to customers; some of the main tips and best practices are as follows;

Reason for Changes

First of all, you should explain the reason for the change project and why the changes are significant. How the change project would look like and when you are going to execute the changes. It allows the company to develop empathy among customers for the change initiative. However, it is significant for the company to inform customers about the benefits that the change would bring along with it.

Open, Honest, and Transparent

Companies often make the mistake that their targeted customers won’t comprehend the changes. They should never underestimate the learning capabilities of their customers. Companies should avoid changing the terms and conditions without explaining them first. However, they need to be open, honest, and transparent while communicating changes to the targeted customers.

Concise and Clear Communication

Companies should be clear and concise about the changes when communicating with the customers. Many managers believe in the fact that they need to inform customers in advance about the changes. However, staying ahead of the competition is the best strategic approach.

Customer-focused Strategic Approach

Before implementing the customer service changes, companies should understand their targeted audience and how the support service would impact their decision. If you are implementing the new changes, then you should reassure customers that the new changes are beneficial for them. You should let them know that the changes are a part of the product and service improvement process.

Employing Multiple Communication Channels

Customers and stakeholders would receive the information differently. Companies need to find out the number of media channels that customers often use like; social media, emails, billboards, and one-on-one meetings. They should employ all the communication channels to inform the targeted audience about the upcoming changes.

For instance, if the targeted customers are mostly active on digital and social media platforms, then employing other media channels for sending information would be useless. That’s how companies need to prioritize the most suitable communication channel.

Involving Clients in Change Projects

It is necessary for businesses and companies to invite customers to the change project process and make them feel a part of the company. They should make sure to appreciate their valuable input; companies should develop a customer advisory council to gather feedback and input from customers. It allows the company to implement the changes based on the feedback of customers.

Comprehending their Concerns

Companies need to comprehend the feedback and concerns of employees and customers and execute the changes based on their feedback. It lets them know that the company is listening to their feedback and cares about them. Dissatisfied customers would share their concerns and experiences on social media in the form of hashtags, posts, and comments. People and customers want to feel heard and they want the company to listen to them; they feel relaxed if the company is listening to them.

Visually Present the Message

Customers won’t fully comprehend and grasp the idea of the change project; if you only send them a voicemail or a text message. Companies should send them a visual product message and show them what the upcoming product would look like and what they want to achieve. It allows customers to interact with the upcoming product and wait for the new notification.

Evaluating Communication

Once you have shared the change information with the public and the targeted audience, you should evaluate your entire change communication process. It allows you to comprehend whether the change communication process has delivered you the desired results or not. They should conduct a survey to comprehend the customer satisfaction level. It allows you to see whether the desired message has reached the target audience or not.

Avoid Over-ambitiousness

While informing customers about the changes, your focus should be on what you could deliver. It is possible that you are enthusiastic about the change project, but the targeted audience is thinking otherwise. Companies should follow a realistic approach to the change project and how it would impact customers. Over-ambitiousness won’t deliver you the desired results.

Conclusion: How to Communicate Change to Customers | Communicating Change to Clients

After an in-depth study of communicating change to customers; we have realized that informing customers about the changes is highly significant. If you are learning about how to communicate the change to customers; then you should keep in mind the abovementioned best practices, channels, benefits, and steps involved in the process.