September 22, 2020
COVID-19 has changed the world in a short amount of time. In the marketing world, the customer’s journey and satisfaction is not what it was a year ago.
The novel coronavirus has made many populations even more vulnerable. Customers in need of products and services have had to cut back on spending due to the virus’s negative impact on the economy. This makes competition all the more competitive. Without a consistent client base, your business won’t turn a profit.
The good news is, there are different measures you can take to ensure your customer’s satisfaction. Even better, these practices can all be done virtually. Like most people, the customer is likely working from home to slow the spread of the coronavirus. This means all communication, shopping, questions, and more will be conducted online.
Here’s how you can use our virtual world to your advantage. Just one satisfied customer can help your business grow. Here’s how.
There’s no way around it. Your customer is stressed. Even if you sell nonessential products or services, the customer is more likely to bring their outside concerns into your (virtual) place of business. Customers want to know that they are being seen and heard. Make sure you are transparent with your customer about their options during these times. It’s also helpful to ensure them that your team is aware of the crisis and is doing everything they can to support individuals and communities during these challenging times.
Consider uploading a video to your website where your founder or esteemed member of your team says to the customer, “We’re thinking of you, and we’re here to help.” The customer will see and approach you are going the extra mile.
If you can’t properly take care of your employees, then you won’t have much luck in satisfying your customers. Culture is everything, even in the ever-changing digital age. If you don’t treat your employees well, then they won’t be inspired to assist the customer with their needs. Customers can see through a company’s poor culture. Make sure you take care of your own before you attempt to care for others.
So much is happening online. Your customer needs and deserves a quality digital experience. Think of the last time you visited a website, but it took too long to load. How long did you stick around? Did you wait for the website to load, or did you take your business somewhere else? Chances are you didn’t stay long, and neither will your customers.
There are many ways to optimize your website for the best virtual customer experience. The secret is to stay patient and strategic. If any business can thrive in these challenging times, it’s yours!
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