Lockdown challenges shouldn’t mean we stop delivering memorable customer experience. In times of need, how business communicate customer experience really make a difference and customers will notice. You can do irreparable damage – but you can also cement a lifelong relationship.
Treat your customers as your North Star. Show customers how you are genuinely looking out for their well-being. Even, if that requires re-examining your own habits and tactics of business decision-making.
Communicate for Better Customer Experience
At times like this, communication is more important than ever. While consumers are panicking about uncertainty right now, most reasonable people can still empathize with the difficult situation business owners find themselves in at the moment.
The more you can keep customers in the loop in regards to changing opening hours, store policies, health and safety measures or temporary closures, the better. Technology has definitely made life and work communication simpler. The best tools for this are your website, social media pages and email newsletters.
If your business facilitates online shopping and delivery, it’s crucial that you broadcast this information to as many of your customers as possible. Offer clear instructions on how they can shop with you online and make the process as convenient and straightforward for home shoppers as possible.
Keep Your Communication 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.
Communicate Transparently
Be open and honest with your customers. Unable to provide full business services during crisis like this, be open and transparent in your communication. Don’t try to hide or spin things. Don’t just shut the doors on your communication and make things more uncertain.
Learn More : How to Manage Negative Reviews Online?
Set proper expectations. You should give them the bad news. However, it is essential to tell them why you have bad news. While it may upset them at that particular moment, customers will understand things that are not great news when you do. Customers can acknowledge the issue, explain how your business is being challenged and changing.
Tone of The Communication Solidifies Customer Experience
It is best to have a sincere tone that is authentic, empathetic, and, perhaps most importantly, confident. Customers want leadership. Customers want to believe you, and they will only accept you if you’re sincere and feel you’re authentic and empathetic to their situation.
Listen and be empathetic. We recommend putting yourself in your customer’s shoes. Recognize that customers are going to be emotional and anxious. Empathy means that you understand where they’re coming from, but it doesn’t mean you have to give them everything they demand. Listen to your customers.
Make It Easy for Customers to Continue Supporting Your Business
Avail installments or subscription payments for the time being. Make it easier for customers to continue utilizing your business service and products throughout the pandemic outbreak lockdown. While it might seem counterintuitive to waive price or provide installments at a time when business isn’t booming, this can be enough of an incentive for consumers to use and keep you in business.
Read More : 5 Simple Approaches for Good Customer Relationships
Also, 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. In these emotionally-charged times, actions that make a difference in customer’s lives have never been more critical. Leading with empathy, understanding customer needs and responding with compassion will improve customer experience. The positive experience will be remembered warmly and rewarded well after this crisis passes.
Pivot 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 groceries, milk, toilet paper, hand sanitizer and so on.
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For example, numerous gin distilleries have announced they’ve started producing hand sanitizing products. Automakers have shifted to manufacturing ventilators and other medical support devices. Fashion and Textile manufacturers are shifting to manufacturing face masks and other personal protective equipment (PPE). Pivot, for at least in times of needs like these.
If You’re Going Out of Business
If your business has been deeply affected by the coronavirus pandemic lockdown and you feel it’s best to cut your losses and close your business, you can still create better customer experience to create the best possible outcome.
For example, list some spare parts available for your products or share employee information who are willing to repair or provide service helping both the customer experience and employee experience during this transition. If you have a chance to build your business again after the lockdown, you’ll be remembered as a thoughtful employer who made the best of a difficult situation.
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.
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