In the dynamic landscape of moving services, connecting with customers in a way that resonates with their preferences is not just beneficial—it's critical.

To understand this in-depth, we surveyed over 300 Americans planning to relocate within the next two years. We summarised the insights in the Moving Experience Report.

Americans have distinct communication preferences that can significantly impact their moving service choices. Let’s understand them better and how we can improve customer interactions.

What are their communication preferences?

Understanding and adapting to how different customer groups prefer to communicate is your first order of business.

While everyone prefers calling, Millennials and Gen Z show a growing trend to initiate contact through digital channels like email, social media and online booking forms.

Best Practices:

• Call Ready: Ensure your phone lines are staffed to handle queries from those who prefer a more personal touch.
• Click-to-Call: Update your website to offer a click-to-call function on mobile and a click-to-call button on your Google My Business, Facebook and Instagram pages.
• Social Media Savvy: Keep your DMs open and be ready to engage with younger clients on the platforms they frequent.
• Accessible and Clear: Regularly update all social media pages with your latest contact details, and use features like pinned posts or stories to highlight communication methods.

Doing this will drive more leads to your moving business, alongside higher satisfaction and a better experience.

Establishing Your Online Presence: The First Step to Engagement

Now that you've grasped the importance of meeting your customers' communication needs, it's time to ensure they can find you easily online.

Google Search: Your Digital Storefronts

Americans rely on Google Search to find moving companies to hire. So you don’t want to miss maximizing your digital storefronts—Google My Business and Yelp.

• Google My Business: Create a detailed listing that uses the 'Click-to-Call' feature, which enables instant phone queries. Here is a step-by-step guide, and here are some content guidelines.
• Yelp: Develop a comprehensive profile where reviews and business information can bolster your credibility and reach. Step-by-step guide.

Social Media Presence: Engaging with Your Community

• Ensure your social media profiles have up-to-date contact information.
• Implement call-to-action buttons like 'Call Now' or 'Book Now' to guide potential clients smoothly from discovery to action.

These steps create a robust online ecosystem that helps in converting interest into business.

Swift Responses: The Pathway to Booking Leads

After setting the stage with a strong online presence and a strategy tailored to customer communication preferences, the focus shifts to responsiveness. The survey data underscores the importance of prompt replies—55% of Americans expect a response within a few hours, if not within the hour.

Use Automation to Gain Speed

• Quick Acknowledgment: Deploy automated email and SMS responses to confirm receipt of customer inquiries.
• Follow-Up Calls: Use your CRM to automate follow-up tasks like calls and emails to ensure no lead is neglected.

Here is how Supermove can help you setup these automation:

The golden rule here is speed to lead. A fast response meets customer expectations and demonstrates your company's commitment to service excellence.

Every interaction with a customer is an opportunity to strengthen your relationship. Implement these strategies, and you'll not just meet the basic expectations of modern customers but exceed them and set your moving company apart in a crowded market.

For more insights, revisit our detailed Moving Experience Report.

Embrace these practices to move ahead in the industry, building a loyal customer base along the way.

‍