E-commerce is a global phenomenon that allows you to reach customers from different countries and cultures. However, this also means that you have to communicate effectively with them to avoid misunderstandings, conflicts, and lost sales. How can you do that? Here are some tips to help you.
Before you interact with a client from another culture, do some research on their background, preferences, values, and communication style. You can use online tools, books, or podcasts to learn about their culture, history, religion, etiquette, and expectations. This will help you avoid stereotypes, assumptions, and offensive remarks. It will also help you tailor your message, tone, and approach to suit their needs and preferences.
Лnowing your audience doesn't always mean you should entirely change your communication style to fit theirs. It's important to maintain authenticity and consistency in your brand messaging while being respectful and considerate of cultural differences.
When you communicate with a client from another culture, especially if English is not their first language, avoid using slang, idioms, jargon, or complex sentences. These can cause confusion, misinterpretation, or frustration. Instead, use clear and simple language that conveys your meaning and intention. Use short sentences, active voice, and common words. Avoid ambiguity, irony, or sarcasm. Use examples, images, or diagrams to illustrate your points. Check your spelling and grammar before sending your message.
Respect and politeness are essential for building trust and rapport with your clients from different cultures. However, what is considered respectful and polite may vary depending on the culture. For example, some cultures value directness and honesty, while others value tact and harmony. Some cultures use formal titles and greetings, while others use first names and casual expressions. Some cultures expect a lot of small talk and personal details, while others prefer to get straight to business. To be respectful and polite, follow the norms and customs of your client's culture. Use appropriate salutations, honorifics, and sign-offs. Express gratitude, appreciation, and interest. Avoid jokes, criticism, or complaints that may be seen as rude or insensitive.
Listening is a key skill for effective communication with clients from different cultures. Listening shows that you care about your client's needs, concerns, and feedback. It also helps you understand their perspective, expectations, and emotions. To listen actively and empathetically, pay attention to what your client is saying and how they are saying it. Use verbal and non-verbal cues to show your interest and engagement. Ask open-ended questions to clarify and confirm your understanding. Repeat or summarize what you heard to avoid miscommunication. Acknowledge your client's feelings and opinions without judging or arguing.
Communication with clients from different cultures is not a one-time event, but an ongoing process that requires adaptation and adjustment. You may encounter challenges, misunderstandings, or conflicts along the way. You may also discover new information, insights, or opportunities. To adapt and adjust, be flexible and open-minded. Don't assume that your way is the best or the only way. Be willing to learn from your client and their culture. Be ready to change your strategy, approach, or solution if needed. Seek feedback and suggestions from your client to improve your communication. Apologize and correct your mistakes if you make them.
First of all understand your customer type if its a small medium enterprise or a corporation. Based on that start iterating to 1) name the product you sell 2) have it clear how the sales cycle works 3) agree with customer on reporting and KPIs 4) deliver the product 5) identify bugs, correct them 6) train and fix your staff 7) communicate to your customer. Make sure you establish this virtous circle and you will end up having successful customers that will bring more successful customers and growing your revenue. Remember, 99% of unsuccessful deliveries comes from wrong communication and misunderstandings. Fix this!