Due to the widespread COVID-19 outbreak that has brought the world’s economies to a standstill, many brands have been forced to change the way they do business, or worse: shut down completely. While it is unclear how much long-term impact this pandemic will have on the business landscape, one thing is sure: if business owners don’t do their best to keep their customers amid this crisis, they will be out of business when the outbreak is over.
Understand that the loss of some customers for some industries is inevitable in times like this (even though other internet-based industries are making the most of it), but it is possible for you to retain a large chunk of your customer base by following the right steps.
Here are some steps we have found beneficial in keeping customers in times like this:
Communication is Key
In times of panic where people spend a large chunk of their time reading the news and prediction models, you must ensure your customers don’t forget you. Send your customers goodwill texts, emails on bonuses and benefits your brand is giving out during the lockdown, continuity plans and other information they should know.
Remember that communication is a two-way street, so you must ensure you listen to customer feedback. The best way to do this is by using quality live support software that allows you to communicate with your customers in real time.
Automate Your Marketing as Much as Possible
Many businesses have to work from remote locations, so that means most of your marketing has to be done the same way. You must run ads, pitch products and services and listen to customer feedback using various platforms like social media and emails more than ever before.
If you are looking for a live support software that works, you need to check out Xeno.
Improve Your Customer Service
You need your customer satisfaction to be very high right now, because many customers will remember you for how you made them feel during this period. The tension in the world today is very high, so it important that you do as much as you can to make your customer feel better about working with you, or you might lose them completely.
Your customers’ satisfaction should be at the top of your mind as you form strategies to help your company through these tough times, or you might not survive.
Keep an Eye on the Numbers
As a business owner, the change in a business landscape requires deep analysis and monitoring. Now that things are unpredictably different than they were a few months ago, you must focus on your numbers if you want to survive and take a lot of your customers with you.
Studying the numbers and keeping an eye on the metrics is the summary of all the steps outlined in this article, as it will help you know what aspect of your marketing needs automation fast, how to improve your customer service and what media (Zoom has now become more important than ever) are best to communicate with your customers.