While people fear that the COVID19 has already caused a massive blow to our health system, we are also experiencing devastating effects of the crisis on the world's finances. Companies are cutting down staff, people are losing their jobs, and it seems that there is still no end in sight. If your business is still standing, you can count yourself as one of the lucky few. However, you need to exercise extreme caution, that is, if you want your brand still alive once the crisis is past its peak and people settle into the “new normal”.
You definitely cannot go back to a sort of “business as usual” mode as we are still in the middle of this crisis. Yet, you cannot also just sit back and wait for all of this to be over, because no one really knows yet when this crisis will come to pass. What you need to do is work on calculated steps so that you can still do business and weather through the crisis without taking a huge hit. In the arena of digital marketing, what would those calculated steps mean? For sure, that would include one thing – the customer. In order to survive this crisis and thrive past it, you need to keep your existing customer base with you and hopefully get a few during this period. So, the question now is, how can you keep your current customers happy while forming new relationships in these volatile and uncertain times?
They have to know you’re still alive
Stay in touch with your customers. You must not allow your customers to forget you especially in these times. You cannot afford your customers forgetting you, especially if your product or service is non-essential. Sen out an announcement through email about your current situation. Be transparent in telling them of how the virus has impacted your business and finally, you have to assure the readers of your announcement that you are doing the best to still be there for them and that you will together brave the situation.
But it’s also important that you remain considerate in how often you’re relaying these announcements, what information you choose to share, and the manner in which you communicate certain messages.
Keep your comms constant and relevant
Now that you’ve taken the first step in reaching out to your customer, make a consistent effort in communicating with them. Why? Times are hard, people are not allowed to gather, and your customers will surely appreciate a friendly word, even if it's from a business. Consider what your audience is going through now, so dispensing advice through blog entries, emails, or social media posts would make those who read them feel connected to your company. If your business has products or services that could actually help your customers in these hard times, then by all means inform them.
However, in our digital world, there are plenty of ways to stay connected to your customers through this pandemic and keep your business going through it.
Get them engaged
Make full use of what social media offers by letting these platforms be your means to two-way communication with customers. Respond to comments and direct messages to give your social media persona more dynamism and credibility. These ideas do not really require a budget, as you only have to invest time to properly engage with them using tools you already have. Quizzes and contests may also be some things you can consider for customer engagement.
Every organization--whether you sell products and services online or not--will benefit from improving their online brand presence and increasing engagement with existing and potential customers during this "time on the couch."
Learn more tricks to let your business stay afloat during these troubled times through best practices in online marketing. Reach out to us at All Systems Go Marketing.
Retain Your Customers – Now and Beyond COVID-19 was originally published to ASGM Blog