Communicating with customers is possibly the single most important business process in any organization. Almost all key operations revolve around the objective of serving specific needs for clients, whether it's food delivery or niche B2B software solutions. That's why entrepreneurs, managers and thought leaders should pay close attention to how their company interacts with customers. Developing effective and efficient communications processes not only increases internal efficiency, it also improves brand image and loyalty with consumers.

1. Listen to Complaints and Criticism

It's never easy to hear criticism, but successful business leaders understand the importance of listening to client complaints. While you are sure to get some irrational or unwarranted messages from customers, it's a good idea to keep track of complaints so you can identify trends and common issues over time. Reaching out to unsatisfied customers and asking for their opinion can also improve their impression of the company and can discourage them from maintaining a poor review online.

2. Drive the Conversation

It's rarely a good idea to rush conversations with customers, but businesses also need to find ways to reduce the length of time spent dealing with concerns. Communications with customers should always have a definitive purpose and drive the interaction towards a productive conclusion. The integral business process speeds up interactions by getting to the point is good for all parties involved as long as it is done politely and with due sensitivity.

3. Create Response Templates

A surprising number of questions or requests from customers are about the same few common concerns. Many companies streamline their communications by developing template emails that can be modified with specific or personalized information if needed. These messages often include boilerplate information as well as links to additional resources that can provide the individual with detailed answers.

4. Provide Accessible Information Resources

Businesses can reduce a significant amount of unnecessary customer communication time by simply providing an open FAQ page and related blogs on their website. These pages can be linked throughout the site to guide visitors towards information resources. While some customers will still contact the company with basic inquiries, making the information available will save service reps a lot of time as the business grows.

5. Take a Scientific Approach

Modern businesses use all kinds of strategies to improve customer service with data tracking and analysis. Company leaders should at least identify key metrics related to their customer communications, like time spent per customer request or satisfaction ratings of clients after the interaction. Gathering basic data allows you to take a scientific approach to management by measuring tangible results repeatedly as you adjust related processes.

6. Step Out of the Digital World

With the majority of communication and marketing happening in a digital environment, there is something to be said for a handwritten letter or decorative card. Maintaining firm, real-world connections with clients can help a company stand out from competitors who only interact with consumers through the internet.

7. Check Out CRM Software

Customer reputation management (CRM) software solutions are becoming increasingly popular in businesses throughout various industries. In fact, recent statistics shows that the majority of marketers surveyed in 2015 used some kind of software, while only 43 percent didn't use one during that time period. CRM software typically allows for automation of mundane processes, database consolidation and other features to streamline customer communications.

8. Track and Improve Response Times

When it comes to customer service, there are two metrics that stand above the rest: time it takes to respond and time to resolution. Customers generally expect a response from a company within days or hours of their initial request. Responding to inquiries promptly is the first step in creating a positive impression of the company.

9. Build a Customer Service Team

Rather than just filling empty positions within the sales and customer service departments, business leaders should be cultivating a sense of culture and community among their team members. Creating a positive and productive environment in the workplace encourages individuals work together to accomplish company objectives and apply themselves fully to ongoing projects.

10. Open Multiple Channels

Studies of social media consumption trends highlight the fact that many people expect companies to connect with them through these channels. In fact, one recent survey revealed that businesses that don't respond to existing clients through social channels could lose up to 15 percent of them as a result.