The face of modern business has undergone a monumental shift as a result of the coronavirus pandemic. Virtually every aspect of managing a modern company has been affected. Nonetheless, client interactions are perhaps the greatest concern for all. As a business owner, maintaining strong connections with all customers and leads should be a priority. Here are some of the best ways to make it happen in these unprecedented times.
By Team Savant
Image: Blake Wisz
Keep Them Updated Via Online Channels
These are uncertain times for everyone. As such, ambiguity in relation to company interactions is the last thing consumers need. Therefore, brands that keep their customers updated should see better results than those that don't. Online channels are the way to do it.
Social media posts are a particularly good way to keep customers in the know. Similarly, website notifications and weekly newsletters also work wonders. Consumers are spending more time online than ever before, so they should see the updates. The information could include;
Changes to store opening hours,
The delivery and returns situations,
Any precautions made in-store.
Event cancelations or postponements.
Miscellaneous business matters.
From the consumer's perspective, there's nothing worse than having plans ended due to poor communication from the brand. For the sake of the long-term client relations, you must not get this wrong.
Ask For Their Feedback
Image: Celpax
All consumers want to feel valued by the businesses they use. Online channels are great expressing one-way info. However, it's important to consider the two-way interactions too. The clue is in the title: social media is the perfect outlet to make it happen.
Social media posts can either ask a question or direct them to an online survey. Either way, you can incentivize them with a free competition, which serves as a great branding tool. The opinions that you ask for could relate to several aspects of the business, such as;
Whether a proposed new product appeals to them,
What changes they'd like to see to a product or service,
Thoughts on new branding features,
What improvements could be made to the order fulfillment,
What incentives they'd like for future purchases.
Ultimately, your business serves to keep customers happy. Reduced interactions, particularly face-to-face, should not disrupt your desire to do this. When your venture is tailored to suit their needs, you won't go far wrong.
Host Events For Loyal Clients
While all customers deserve to feel important, the VIP clients need extra attention. As well as consumers, this could extend to major B2B clients and business partners. Either way, the impacts of COVID-19 have limited your opportunities. Still, you mustn't let them end all special treatments.
Inviting VIP clients to digital events courtesy of the best webinar platforms can be a great starting point. In many cases, it will be possible to host small exclusive events or use ideas such as private scheduled appointments to your store or offices. These steps can make the 'new norm' better than ever;
Implement mobile POS terminals to take sales to them,
Consider adding a mobile business service for VIP customers,
Offer click/phone and collect services,
Have an online or in-store event to show off new products,
Clients appreciate the unprecedented circumstances, and won't expect the same rewards as before. Nonetheless, they need to see that your business is making a genuine effort. Besides, continued familiarity can only serve you well.
Upgrade Your Customer Care Services
Confusion spills over into all aspects of our lives at this time. Once again, your ability to make the buying processes more convenient will have a telling impact on the outcomes. Therefore, upgrading your customer care game is one of the smartest things you'll do during the pandemic.
Choosing the best staff training modules to help your employees through this strange time is vital. However, there are plenty of other ways to ensure that the company's customer support protocols remain at the desired levels. Some of the most telling steps include;
Upgrade to VoIP tools for better reliability,
Use a virtual receptionist service,
Incorporate live chat on the website or social media feeds,
Add help guides and tutorials to your site,
Consider hiring support teams that speak other languages.
Consumers crave clarity like never before, and you must be willing to provide it. Otherwise, interest will rarely turn into converted sales. Moreover, ambiguity and mixed signals could result in returns and other damaging issues.
Bond Over Joint Morals
Consumers won't only judge businesses on their products and services. In today's climate, the brand ethos and personality are equally crucial. Therefore, showing social responsibility can be a key tool that can win you new customers. Moreover, it'll strengthen the bond shared with existing clients.
When consumers know that the people behind the brand have shared morals and outlooks on life, it creates trust. Moreover, they will start to feel that the brand “gets them”, which can impact their buyer habits. Some of the most effective options at your disposal include, but are not limited to;
Going green and fighting for climate change,
Supporting gender and race equality,
Supporting local worthy charities and causes,
Participating in industry-specific events,
Promoting ideas that help client wellbeing.
The business boasts a powerful platform for spreading information and making a difference to people's lives. Whether it's achieved in your actions in the workplace or through media content, the results will quickly show.
Use Remarketing
While winning new clients is a goal for all ventures, it's not the only key aspect. In truth, returning customers have always been your lifeblood. Right now, though, your chances of survival are even more weighted on this part of the process. Remarketing to those people is vital.
If the products sold can be purchased as subscriptions, this is something worth promoting. The best email marketing streams based on their past interactions will boost conversion rates. App notifications can be used in a similar way. Some of the best techniques will include;
Sending cart abandonment emails to clinch the sale,
Promoting bulk purchases and their discounts,
Offering timed promotion,
Offering extra loyalty incentives,
Encourage an automatic subscription rebuying plan.
When you secure guaranteed loyal customers, their purchases won't only offer stability. They also give you the best chance of making accurate forecasts. At this difficult time, the associated rewards are simply incredible.