Commercial communication and customer service: 8 keys to achieving empathy and loyalty
Commercial communication is the communication that takes place between a company or seller and its actual or potential customers . It serves to establish a bond with buyers and is an essential part of the loyalty process Commercial communication .
For Austrian philosopher and psychologist Paul Watzlawick, we are always communicating something, even when we are not speaking. His theory of human communication holds that
His theory is based on five axioms. The first one says that “It is impossible not to communicate”, and leads to the idea that gestures,
expressions and even silence also communicate
In fact, non-verbal language makes up 93% of the message ; 55% is associated with body language, such as gestures, posture, eye movement, breathing; and 38% with voice, tone, resonance, intonation. Only 7% is attributed to words.
For all these reasons, it is important to be clear about what you are communicating to your clients. In this article, you will discover the purpose of commercial communication, its types and elements, and the benefits you will belgium telegram data obtain if you incorporate it into your company.
Benefits of commercial communication and its importance in customer service
Effective communication helps align teams and organizations. In business, poor or faulty communication what is demand analysis and how to do it? can lead to frustration and costly mistakes . That’s why it’s essential for business leaders to receive good training to develop their communication skills.
Companies need people who convey values in a transparent and authentic way, through their words, behaviors, interactions and decisions. This is a way to generate trust, commitment and loyalty with both employees and consumers.
authenticity is a key factor when choosing a brand
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The importance of communication in customer service and in the commercial area is part of the 6 pillars of customer experience agb directory that KPMG considers in its study on human capital . Coherent, open and explanatory communications are associated with the pillar of “integrity”.
Integrity also contributes to problem solving and empathy, which are two other pillars of customer experience and impact loyalty indicators and NPS (Net Promoter Score) – that is, the possibility that a customer will recommend a company within their community. Therefore, communication is key to excellence in customer service.