COVID-19 has disrupted the global economy, slowed the supply chain to a crawl, and caused many businesses to shut their doors. However, the worst of it has seemingly passed, and now is the time for businesses to get back on their feet, re-engage customers, and prepare for the recovery.
Unfortunately, this will be no easy task. Even if the threat of COVID-19 is subsiding, many are still wary of the coronavirus. Health and safety measures are still in place in most nations, and this trend will likely continue late into 2020. B2B and B2C customers will likely spend less and scrutinise buying decisions more as we enter a recession. According to the Harvard Business Review, organisations that focus on customers now will be far more successful when the global economy rebounds.
With customer expectations drastically shifting, it is now even more critical for firms to become more customer centric by observing, researching, and understanding customer fears and concerns. Only by doing so can companies structure their offerings to meet the new needs and wants of the consumers.
Building a Larger Digital Footprint
With the pandemic keeping consumers at home, customers have generally gotten used to doing their shopping from home. Even as the world is slowly recovering, many consumers still prefer to stay out of physical businesses and rely on online research and ordering, along with delivery and pickup options.
B2B companies will likely need to follow their B2C counterparts in increasing digital buying options. It is the perfect time for companies to begin research and exploration to help customers discover, customise and buy easily from their cell phones.
Reward Loyal Customers
Some of your customers have been impacted harder by the pandemic than others. Perhaps their business was and is struggling. Or maybe they’ve lost jobs. If you can help them through the tough times now, you can create loyalty for the long-term. Consider new pricing options in order to relieve some of the stress and troubles that are being faced by customers who have been hit particularly hard.
You know you have done a good customer experience job if customers still consider you a partner now after the chaos of COVID-19. Now, you’ll want to continue that relationship by checking in and providing customers with valuable information. You might share stories of how other, similar businesses or people have navigated the difficult times. Or give them access to helpful information or services that you normally charge to receive. If you have yet to make real emotional connections with your customers, it would be a good idea to start now.
If customers aren’t contacting you because their business or spending is stalled, don’t be afraid to reach out to them, the researchers said, Let them know you’re still in business and ready to help or supply when they’re ready. Give them information on new or revamped products and services, delivery options, health safeguards and payment plans. You don’t have to ask them to buy. Just letting them know you’re as available as ever will help future sales and loyalty.