Communication is Key

When it comes to running a successful business, communication is key. Without open and accessible communication, assignment completion fails and misunderstandings occur.

Sunrise Packaging is all about communication, externally and internally. While e-mailing and visiting desk-to-desk and person-to-person is extremely important to our internal communications, we have adopted some alternative communications methods that may be of interest to you and your business as well.

  • External Chat: The external chat system allows visitors to our Web site or our e-commerce site to have a live chat online with one of our customer service representatives. Any immediate questions that customers may have are addressed in a quick, friendly manner that saves customers time makes sure that they feel comfortable with the information they are receiving.
  • Chat: One of our newest communications ventures is an internal chat system. With our external chat up and running smoothly, we determined that an internal chat would be desirable for quick questions and responses as well as clarifications and checking in on work progress. Since its implementation, our internal chat system has increased efficiency in quick messaging.

Effective communication increases work efficiency and productivity. It reduces errors and misunderstandings between both co-workers and customers. Cut down on waste by getting it right the first time with effective communication.

Know Thy Customer

Customers want a relationship with marketers where they are “nurtured, cared about and recognized,” stated an April 2008 article in Advertising Age Magazine.

“Customers want you to know them.”

Know Thy Customer Networking and Handshake
Moral of the story? Know thy customer and give them what they want! This is easier said than done, but once accomplished, customer satisfaction will increase and profits will rise.
So, how do you go about getting to know your customer?

Observation and Data Mining. Use what you have already. What trends do you see among consumers? What products are attracting the most attention? Talk to your sales staff and find out what they have been experiencing with their customers.

Ethnography. Take observation further and step into the lives of your customers by observing, interviewing and videotaping customers who agree to participate in your research while they are living their everyday lives. This takes place in their homes, where they work, where they play, or anywhere they would interact on a daily basis. Ethnography can lead to interesting insights into the needs and emotions of your customers.

Individual Interviews. In-depth interviews, when performed correctly, can lead to valuable insights into the underlying attitudes, beliefs and cultural influences that motivate consumer behavior. Focus Groups. By working with a balanced, yet random, group of your customers or target customers, you can build on ideas and expand your knowledge of your customers. Reactions of people in groups versus the reactions of the individual people in that group can vary widely. Focus groups provide the opportunity to view group interaction similar to what would happen in an office or meeting setting.

Projective Techniques. Word association, sentence completion, story completion, cartoon tests, thematic apperception tests, role playing, and third person technique attempt to hide the purpose of the research. In doing so, it encourages the respondent to project their underlying motivations, beliefs, attitudes, or feelings onto an ambiguous situation.

These and other methods of customer research (such as simple surveys and polls or customer visits) are relatively obvious and traditional, but they are also tested and true methods leading to important insight into customer needs, desires, and motivations. Implementing this knowledge can help you to successfully position your company, products, and services to more effectively serve your customers, gain new customers, and increase production, sales, demand, and profits.