How to maintain business-consumer relationship in this pandemic
The COVID-19 pandemic is a difficult phase for every type of business, whether you own a small retail shop or a big corporate company. It has forced companies to change their way of administration and their business strategies. In such a situation, it is important to maintain a strong business-consumer relationship, as the preferences of present and potential customers are altering along the time.This stress is palpable, particularly for younger projects or smaller businesses that sell discretionary goods and may lack the financial capital to weather long stretches of significantly reduced cash flow. When social distancing has reduced or removed personal contact, what can smaller, younger, more insecure companies do to improve relationships with customers?
Empathy is the most needed product
Let customers know that your organisation is aware of the desperate social situation and is concerned with more than just making a profit during this trying period. Empathize with those who are impacted by Covid-19, and explain what you’re doing to assist clients, staff, and other stakeholders. This can be done using the company’s social media platforms and consumer mailing lists.
Keep the lines of communication open
Sending messages to show that you are still there with them can be your master card towards developing business-consumer relationships. In communicating to your customer about what you can offer them, keep your message brief and classy. Although customers certainly care about the “softer side” of your business, don’t overplay it. Ultimately customers will care most about the value you create for them. Also, expressing too much empathy could come across as insincere and blend into the soundscape of other companies saying the same things.
Educate the customers
Inform them of any changes to your company, such as new hours, facility closures, staff reductions, customer service availability, and ordering options. Although you can point to the emergency government legislation that forced these changes, it’s much easier if you’re seen as proactive and driven by the best interests of your customers. Explain how, amid the changes in your business model, you will continue to offer the services they have come to expect and enjoy. If customers trust your products’ impeccable quality or the thoughtful essence of your customer service, explain how you intend to keep such value propositions.
Be ready for the future
Customers will trust those who know what they are doing. Establish a schedule for reassessing the changes to the company’s operations. Although you must adhere to any government-imposed restrictions, if you can afford it, go above and beyond. Demonstrate to customers that you are willing to go above and beyond what is required of you for their benefit, particularly if your company is financially capable of doing so. Your company will illustrate going “over and beyond” in a variety of ways, all of which lead to pandemic silver linings. Furthermore, emphasise what your organisation has learned from the pandemic, as well as how these lessons can be applied to how the company works after the pandemic is over.
Companies will emerge from this crisis with strengthened consumer relationships if they adopt a customer-centric mindset and are mindful of what consumers require right now. During this tough time, give customers your HEART. It will help you maintain long-term goodwill with former customers and ensure that they will continue to do business with you in the future. Companies that implement these policies and inform consumers about them will give consumers hope when they see how businesses are working to improve their lives. This also has the added benefit of humanising a company.