Keeping stores open at this time is certainly difficult and impossible. Consequently, customers are also not visiting stores because they are staying home for their safety. Therefore in this time, maintaining customer contact is essential. Therefore we must find ways that shall help us in maintaining customer contact despite the lockdown because otherwise there are chances that businesses might lose their customers till the lockdown ends.
Ways to Maintain Customer Contact during Lockdown
Let’s see what the ways are through which businesses can maintain customer contact during lockdown.
- Maintain Customer Contact through Social Media
Now because people are free, they are on social media more than before. Consequently retailers can use this in their benefit. That is to say, businesses also need to be active on social media. Further through the POS System, send text messages or emails to the loyal customers. Moreover they should post updates there on daily basis because customers will lose interest in the brand during this time that is not keeping them updated.
“It takes months to find a customer … seconds to lose one.”
Vince Lombardi
Moreover try to convey positive news to the customers through social media. That is to say, because everybody is so depressed and stressed, you should not be the reason to increase their stress. Therefore try to draw their attention towards matters that delight them in these depressing times. Certainly customers will appreciate and commend such behavior on the part of the brands that they are loyal to.
- Regenerate the Website to maintain Customer Contact
Because businesses are only operating through online sources, therefore businesses need to make their online presence attractive and updated. Further you should mention the services that you are providing in this Coronavrius time on the homepage. So customers are aware that the brand or company is providing services according for the customer convenience. Moreover keep updating them of the current situation and mention the measures that you are taking for the protection of the customers by following the lockdown rules. In addition, explicitly mention the services that you can offer to them during this time. So that they can avail those services at their maximum. Also mention the measures that customers should take to ensure their safety. Certainly this gives them the feeling that they are not alone during this difficult time.
“Your customer doesn’t care how much you know until they know how much you care.”
–Damon Richards
- Share the Safety Plan with the Customers
There should be a separate section on the website explaining to the customers the company’s safety plan. Further, inform the customers about how the store is helping break the coronavirus chain and practicing the ways that are better for everybody.
- Call each customer individually if possible
Calling customers is another very effective way to maintain customer contact. Reaching out to customers is essential for businesses through direct means. Therefore find the customers that are loyal and have been regular by tracking their records to the POS System. Begin calling each individual. Further thank them for their loyalty and make them realize that you are there for them in this time of need. Moreover tell them how you can still offer them the services by delivering them their order online and receiving online payments.
Even in this time of depression get to know the customer better and provide them with ways that shall help them feel better in this time.
“Your customers don’t care about you. They don’t care about your product or service. They care about themselves, their dreams, their goals. Now, they will care much more if you help them reach their goals, and to do that, you must understand their goals, as well as their needs and deepest desires.”
–Steve Jobs
- Consistency is the key for Maintaining Customer Contact
Certainly being consistent is essential for customer contact. Therefore businesses and retailers need to ensure that they are practicing the above mentioned ways along with being consistent. Certainly, without consistency, the customers will easily lose interest in the brand and move to other brands.
“I genuinely believe that any business can create a competitive advantage through giving outstanding customer care.”