It is no longer business as usual. Life has thrown a major curveball. Most eCommerce stores are struggling to cope with unprecedented demand and supply chain disruptions. Plans and financial forecasts have gone for a toss. But there is one thing that is going to remain the same. A strong customer-brand relationship can help businesses withstand the headwinds of change.
Offer customer support through all digital channels
Your customers need to feel connected during these trying times. Offer customer support through your social media channels as well. Provide hotlines and responsive support. Use instant messaging options. Your customers are in a state of flux. Showing them you are around will reassure them.
Build a community
Despite social distancing, COVID-19 has in many ways brought people closer. Communities are banding together to help one another. People are looking for support and communicating with empathy during these trying times will strengthen the relationship they share with your brand.
Create meaningful and deep conversations with customers during this volatile climate.
It is not riding the trend wave. It is leveraging digital channels to let customers know that you are there. And it is all that matters now. Convert buyers into brand advocates through consistent and meaningful interactions.
Chase Bank sends out this really thoughtful email to customers that contains COVID-19 resources and information about banking operations.
Let your customers know you’d be available online
Physical store sales have seen a sharp drop post COVID-19. As an increasing number of states go into lockdown an increasing number of consumers are going online. Online sellers of household staples and groceries have seen a significant uptick in sales. Most of your customers are going to turn to your online wing to make purchases.
Optimize your online storefront to help your customers. Understand that most of them could be first time shoppers. Provide a quick video walkthrough of your online store. Explain clearly about menu structures. Remove pop ups from your online store as some shoppers may not know how to close them. Make navigation easy.
Providing a hassle-free online shopping experience will ensure your customers continue to shop with you.
Incentivize your customers for staying with you
There are going to be troughs and crests in web traffic. Experts predict that there is going to be a sharp increase in the amount of time spent browsing online stores. But typically less buying. Incentivize your regular customers to shop with you.
Provide loyalty points and bonuses. Encourage existing customers to leave behind reviews and ratings. This will help you gain the trust of new shoppers.
Keep your program generous to keep the advocacy coming in. Rewarding loyal customers will help in reducing customer churn, build long standing relationships and turn your customers into brand advocates.
Conduct online events
People are craving for entertainment and connect while being quarantined at home. If you are planning an anniversary celebration or a product launch move it online. Livestream events on social media channels. It is a great way to make your customers still feel invested and connected to your brand.