How we keep our customers happy during COVID-19

How we keep our customers happy during COVID-19

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Today, the world is adapting the whole to a new temporary reality. As a sales manager or business owner, it’s your job to support your customers and team when the current global health crisis is hitting businesses especially hard. Currently, people are being forced to change their lifestyles, adjust to working from home, and reevaluate their needs. With all of this uncertainty, it’s vital to communicate with your customers and your team with empathy and compassion.

Your customers may have many queries and will be speculative on how this crisis can have an effect on their business. 

If you are someone looking for steering a way to manage and retain your leads and clients.

Here are ways in which we keep our customers happy throughout this pandemic 

  1. Reassure Your Customers 

Your customers will be full of doubt in this situation and will be looking to the companies they rely on for guidance and clarity. The best way to calm anxiety and nerves is to communicate periodically and reassure them about how your company is responding to the pandemic.

When communicating with customers and clients about your business’s actions, it’s necessary to practice empathy and express your company’s collective support to your clients’ base. The tone ought to be relatable and communicate that we are all in this together.

  1. Implement Client retention management program

Focus on Strengthening Your Relationship with your existing Customers before striving a lot of effort to accumulate new ones.

The more customers that you can keep and continue to sell to, the more probably you are to achieve your business goals. Investment in client acquisition way exceeds investment in retention.

CRM will assist you to improve customer retention. CRM is about knowing your customers – who they are, how they’ve been marketed to, and how the way they responded. If all goes well, you retain selling to them.

And while CRM software does not manage customer retention by itself, it will offer you the tools to assist you to manage the activities around customer engagement to enhance the client’s expertise. 

  1. Use Marketing Technology to Stay Connected to Customers When Working Remotely

 Reassess your advertising strategy through regular posting of Blogs and Linkedin Posts 

  • Share useful information about coping with COVID19. One idea would be to share what measures your business is implementing to stay safe and how your clients can apply these same ideas. Providing frequent updates on how to improve their quality of life while the stuck inside can go a long way to uplifting your community. Don’t forget to use your social media to share new blog posts!
  • Boost morale and your brand by including SEO-friendly content as you attract a larger community to your page. Focusing on SEO-optimized content will draw people to your site, attract attention on the web, and get more eyes on your message. The more people who see your content and are exposed to your business, the better chance you have at building a connection that’ll last longer than this crisis.

 Inspect if your website is Responsive.

  • More folks are on the Internet these days, due to working from home and a versatile schedule. According to Forbes, Internet use is up 70% and your business can benefit from a website that’s easy to seek out and simple to use. Keep your close-knit community connected with targeted content, straightforward services, and a consistent brand – all with a responsive website. 
  1. Implement an Agile Strategic Pricing Model to Improve Margins

Focusing on short-term strategic planning by implementing tools to enable valuable insight gains from vast amounts of customer and market data will enable marketers to make rapid changes, protecting revenue.

Marketers must also implement an agile strategic pricing model, which is the most effective way to quickly improve margins. Working in real-time and offering products or services at the most profitable price is imperative for short-term profitability.

  1. Infuse Empathy in Your Marketing Communications

Empathy is likely the key part of staying or connecting with customers and prospects. Marketers should be working with the organization to understand how they are shifting in customer experience from, for example, phone support to self-service. Marketers should keep in “high touch” with their customers during this time. Keeping in contact with empathy and new innovative programs will create loyalty and a happier customer base as we exit this current challenge.

  1. Help Your Customers Navigate the Situation and Pivot as Necessary

According to Tony Kavanagh, CMO of Insightly

“Be helpful. The recently announced stimulus bill in the US is incredibly important, but many businesses don’t know what this means for them or how it benefits them. Do the research on their behalf and help your customers understand exactly the steps to take to avail of what could be a lifeline for them and their families. All the above can be helpful and is necessary in times like these for pivoting marketing strategies.” 

Getting Through This Together

We’re all doing our best to navigate this unprecedented crisis for the first time. Be open and transparent regarding your own struggles and explain what you’re doing to assist others.

Staying connected, reaching out to your customers, and nurturing the feeling of community is how people (and businesses) can get through this along. With the use of social media, automated marketing and a responsive website, you’ll keep the lines of communication open, address the needs of your community and stay in touch until our lives get back to normal and it’s business as usual.Your customers and team will keep in mind how you responded to this crisis, so keep your chin up and put your best foot forward.

Aparna Vinayan K

Business development executive with 5+ years of experience working with key decision-makers across Europe and North America. A seasoned professional who has a passion for bringing people together and to establish relationships with businesses looking for software development services and solutions.

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