Maintain customer loyalty during COVID

Whether it’s due to public health concerns, severe capacity restrictions in-store, or lower expendable cash among their customer base, it’s unsurprising that many small businesses have suffered some traction in their customer connections during the COVID-19 outbreak. As per a recent poll, the majority of small businesses (86 percent) have returned completely or partially, yet 70 percent continue to fear financial hardship as a result of extended shutdowns.

To get your business back on track, it’s critical to immediately work on re-establishing consumer loyalty and trust. Even if you maintained contact with your customers via social networks and/or online service options while you were closed, they may still be hesitant to come into your business and support it in person.

If your business is reconnecting with loyal customers, here are some methods for re-establishing ties and encouraging individuals to participate with your business once more.

Concentrate on quick acts that are consistent with the new reality

In these epidemic times, customers are exhibiting little interest in establishing long-term commitments. This is why it is critical to focus on short-term initiatives, promotions, and deals.

If you generally only provide long-term contracts, consider what temporary promotional marketing offers you may make to clients that still fit their demands. While this may require some thought, it will ultimately help your business by demonstrating to your clients that you are capable of adapting to their demands.

Connect with your customers wherever they are 

Customers are more likely to remain loyal to a business when they feel valued and listened to, regardless of whether they are speaking with an agent through a live call or dealing with a service representative during a house visit. An omnichannel strategy provides a unified perspective of each customer, allowing for the creation of a comprehensive customer experience and proactive engagement roadmap. It enables businesses to communicate with each consumer on their preferred channel in a tailored, relevant, and timely manner.

Given the significant transition to digital platforms over the previous three quarters, a trend that is likely to continue during and beyond the recovery, a multichannel retention strategy is critical. Due to the fact that you are unable to service your consumers face to face, it is critical to inform them that your brand is still operational. Social media is the optimal platform for connecting your brand to your customers. Regular social media posts will assist in reminding people of your brand.

Renovate your website

COVID-19 is now on everyone’s mind. When customers visit your web store, they’re looking for information about how you’re responding to the crisis, if you’re still open, how are you selling, and how your services have been impacted, among other things. Assist your clients by offering clear, simple, and current information about how to shop with you and what to expect. FAQs are a good format for those seeking particular information fast, and they also make it simple and convenient to keep customers informed.

Additionally, consider expanding this to include more general ideas and guidance — recommendations for those who are more accustomed to buying in-store, advise on remaining safe when out, and the latest on self-isolation and social distance. Ascertain that the information you give is up to date in accordance with the latest WHO and government recommendations.

Consider utilising individualised approaches

People spend more time determining what to buy at brick and mortar establishments because they want to look first. However, while buying online, individuals frequently search for products they wish to purchase instantly. As a result, personalised techniques are required to entice clients to purchase.

You may use consumer data to determine who saw your items on your website or via social media advertisements. After that, you may re-present those products on other websites or by email. This process is referred to as retargeting or remarketing.