September 7, 2021 at 2:01 pm #1706AvaiParticipant
COVID had led nearly every business to falter in some manner, and the approaches, impacts, and tactics have all been transformed as a result. I was wondering as to how business owners might communicate with their clientele these days, and how they might partake in retaining customers for their firm?? Anyone out there…??
September 7, 2021 at 6:11 pm #1716AthenaParticipant
- This topic was modified 4 months, 2 weeks ago by Avai.
The COVID-19 has disturbed human and commercial lives around the world. In addition to issues such as security, accessibility, and value, brand loyalty and customer retention is really minor.
But as we know, businesses all around the world are on the verge of collapsing. In the midst of economic uncertainty, shoppers hold to their money and seek higher value in things they buy.
The customer will probably recall their last experience with a brand and their loyalty often depends upon a positive or unpleasant experience. The customer will recall what the problem was (or was not done) done if it was unfavorable. In the middle of the pandemic, customers have remained loyal to local businesses.
– Businesses should continue their online communications, especially with their loyal customers.
– Stay true to your users and support them in every decision they make. It might even be not buying from you. You can ask your customers what they expect from you too.
– Follow the needs of your customer and take the chance when your need arises.
It is a very difficult time for everyone out there. I hope you all are safe 🙂September 8, 2021 at 6:12 am #1725BrianParticipant
Avai, I think this topic needs a good discussion, as it’s an umbrella covering the majority of the businesses out there.
And, I like what Athena said “Stay true to your users and support them even if they are not buying right now” and that’s what needed not after the COVID crises but even before the and even much after it
“Business is a community where people are ready to pay you much much more, if you could give them solution in-place of that much money.
And, its more like starting to give value to your customers until and soon they are ready to pay.
Now, lets talk about the original question!
How to keep the interaction alive with customers after the covid crises.
I would suggest to setup up a C-H-A-T-B-O-T for your business for Messenger, or WordPress website and other chatting platforms. Because there is a good rush coming in the online world after covid and therefore, you may get a high influx of customers.
Chatbots make it easy though automation, and they follow your words and intelligence, so you could speak to your multiple clients through chatbots round the clock. Get on live chat whenever needed and broadcast, and many many other things.
There could be other ways to community to the customers like regular blog post, social media and live sessions. Let’s see what others say!September 8, 2021 at 7:21 am #1726j_eppersonParticipant
That’s a good question.
I personally think there isn’t anything new in customer retention.
The biggest factor that helps you retain customers is still TRUST.
But yes, the definition, and parameters of that trust has definitely changed.
For instance, before COVID, things that help you gain trust was good customer service, your pricing structure, policies, product range and collection, etc.
But now in this Covid era, I think safety has become the biggest trust factor.
People should know how safe it is to shop from your brand (be it online or offline). Also, you should tell them what safety measures you’re taking for keeping them safe.
It can be encouraging online payments to avoid physical contacts in CoD, dropping the parcel at the doorstep, asking your reps to wear masks, gloves, etc.
In addition to this, you can also deliver content that tells how safe it is to shop from your brand.
When people see you’re following the safety guidelines, they believe that you care for them. And this is the biggest trust factor nowadays.
I’d definitely prefer a brand that’s more expensive but safe to shop with, rather than one that’s economical but unsafe.
So in short, I’d say there’s nothing new in the customer retention after covid. If you want to retain them, follow the basic principles. Just add one more which is, customers’ safety is your highest priority.
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