Before COVID-19, your primary customer interaction was probably person to person at your store. A positive customer experience was a simple matter of ensuring that your employees were properly trained. If you want to make sure that the crowds return when social distancing ends, there are a few things you should be doing to stay connected.
Offer Incentives and Online Deals
With business slowing all around and some individuals out of work, saving money is more important than ever. You can boost your sales by offering incentives and online deals. You may even want to offer a few free samples. There are many benefits of offering free samples to customers. Normally, a free sample is a great way to get customers to try new products. During COVID-19, a free sample will mean so much more. Customers will see the free sample as a generous response to their economic crisis. It will show them that you really care about them as a customer. This will build brand loyalty and earn you excellent word-of-mouth.
Update Your Social Media Accounts More Regularly
Under normal conditions, 2-3 posts a week is more than adequate for most businesses. Under COVID-19 restrictions, you may wish to increase this to as much as once per day. Consumers are experiencing a lot of uncertainty right now. It seems like every day there are new policies being implemented to slow the virus’s spread. One day a store could be doing curbside delivery, the next day it could be closed entirely. Daily posts will help customers know what to expect and reassure them that you are taking the current situation very seriously. Make sure that you are extra sensitive in your posts. You don’t want to get caught in political debates or make fun of the difficulties that many people are experiencing. Both will result in bad press.
Although you can keep your customers updated through social media, it feels a little informal. If your customers include members of the older generations, you may not even be able to reach them. An email is an excellent way to formally address the situation. Warn your customers of any potential inconveniences and delays. Help them understand that these are a result of your concern for their safety. Inform them of your commitment to continue to provide the best service possible. This professional gesture will go a long way to gaining your customer’s respect.
What you do as a business during this crisis will determine how you emerge from it. Your actions are going to be under closer scrutiny than ever. Make sure that the messages you are sending your customers are ones that they can trust. They want to know that you won’t abandon them during this difficult time. Show them that you are dependable.
Related: COVID-19 Working Remotely