How to Retain Customer Loyalty During an Unfortunate Pandemic
As the world joins forces to contain the current COVID-19 crisis, businesses are concerned with customer optimism. The two foundations of customer loyalty, trust and confidence, are being put to the test. While we all hope this is a temporary situation, anxiety is high, and people are scared. This global crisis is truly about customer moments that matter.
Despite social distancing and self-isolation measures being in place, there are numerous ways for businesses to stay connected with their customers during this unprecedented time. Even small independent businesses with little or no online presence can quickly adapt to the current situation and continue to cater for their customers’ needs with a good CRM system in Singapore. Here are a few tips for how businesses can retain customers during the coronavirus outbreak.Despite social distancing and self-isolation measures being in place, there are numerous ways for businesses to stay connected with their customers during this unprecedented time. Even small independent businesses with little or no online presence can quickly adapt to the current situation and continue to cater for their customers’ needs with a good CRM system in Singapore. Here are a few tips for how businesses can retain customers during the coronavirus outbreak.
1. Communicate proactively with your customers
The situation is evolving rapidly, and no one is quite sure what news each day will bring. Customers can empathise with merchants facing a crisis, as long as you communicate with them properly. Using your good help desk solutions software, let your customers know if you’re closing your doors, changing your hours and what steps you’re taking to keep your employees and work environment safe and clean. If your store is closing, notify your customers on your social media channels, through email and on your website. If your store is staying open, describe the steps you’re taking to mitigate risk.
2. Allow your customers to shop from home
Obviously, each specific business’s ability to do this depends on what products and/or services it provides, a hair salon can’t exactly sell its services online. Most brands that sell physical products, however, can shift online basically overnight. For example, the cosmetics company was quick to engage its customers digitally and push online sales, resulting in a rise in sales from the same period last year. So, don’t be overwhelmed by the idea of shifting online, it’s easier than you might think, and there are CRM companies like us that would assist you with the entire process.
3. Keep your online content positive and reassuring
When you do communicate with your customers digitally via your website, social media, e-newsletter, loyalty app or other means, be sure to keep it positive. There is no shortage of negative information clogging up people’s newsfeeds right now, and while it’s essential to stay informed, some light-hearted content goes a long way at a time like this.
4. Make it easy for customers to continue supporting your business
Remember earlier when we mentioned service-based businesses like hair salons and restaurants? While it isn’t feasible for these kinds of businesses to shift online, the use of sales management software can help keep revenue ticking over at a time when no customers are physically walking through the doors. Partner it with external efforts such as gift vouchers. People are still celebrating birthdays and other milestones during this time, and vouchers are a very logical gift. Not only does it allow consumers to continue supporting their local businesses without exposing themselves to the risk of infection, but it gives the recipient something to look forward to once quarantine measures are relaxed.
5. Utilise delivery services to their full potential
As aforementioned, restaurants and cafes can ramp up their home delivery services to keep up with demand. App-based delivery platforms have already announced they are temporarily deferring all marketing commissions or subscription payments for the time being, making it easier for small businesses to continue utilising their services throughout the coronavirus outbreak. While it might seem counterintuitive to waive delivery fees at a time when business isn’t booming, this can be enough of an incentive for consumers to order your food and retain loyalty in your business. Have a brainstorm about what kind of initiatives you could temporarily incorporate into your business model to encourage people to purchase your products for home delivery.
6. Adjust your product offering to meet current demand
Who says you need to stick to selling what you normally sell? Many businesses are adjusting their product offerings to sell things they don’t usually sell; specifically, essential items like pasta, milk, toilet paper, hand-sanitiser and so on to retain customer loyalty. While this is a trying time for businesses and consumers alike, it will pass. Be creative, be innovative and be adaptable, and your business will weather the storm.
By putting your customers’ interests first
This can be a time for your company’s brand to lead with a good CRM system. Even though you might be taking a short-term hit to your bottom line, putting flexible refund, pricing, and change policies in place, and finding other ways to help your customers through this crisis will be beneficial to the long-term health of your company.
If you are looking for a CRM loyalty management, software, check out more on our website and let our experts help you with your business needs today.