The Best Customer Service Strategy To Retain Customers In This Covid-19 Pandemic

Covid-19 has left an indelible mark on customers. The massive disruption brought by the pandemic has changed a lot about customer lifestyle, preferences, and habits. For example, almost overnight, customer demand has shifted from discretionary items to essential. Customers have taken to online channels to communicate, work, and make purchases. 

Industries like aviation, tourism, real estate, and construction, recreation, and entertainment may have experienced the worst hit due to the impact of the outbreak. Experts have estimated the effect of the pandemic may still be felt 2 – 4 years from now. 

The old rule of thumb has been that it costs 5x more to get a new customer than to keep an existing one. There is no better time to get the most out of retaining customers than now. Looking at China’s experience over the past five months, we can see several important lessons for companies seeking to retain customers as the market looks for ways to deal with the pandemic.

 Keeping customers

  1. Think safety first: Forget fast delivery for purchases for now. Customers are more interested in safety. Consider adding new layers of information about products and importantly about the individual person making delivery of ordered products.
  2. Get closer to customers – last-mile connection: If you can, work closer to your customers so they don’t have to travel long distances for your service. Look for how to provide access to their day-to-day necessities without having them look for alternatives.
  3. Improving Digital Channels: Adopting a customer-friendly digital presence and fast-tracking the rate of digital literacy has been the differentiating factor for thriving companies and other businesses scrambling to catch up. Have real-time video support to talk to customers if you have to. Companies reliant on traditional customer footfall will need to rethink customer experience and find ways to deliver through digital-only channels.
  4. Delivering on your values: Customers are looking for brands they can trust and companies making positive difference in the fight against the pandemic. This is an opportunity for companies to demonstrate commitment to their  values. Either through actions like discount prices of services or donations to front-line workers or indirect support.

Take away

As the market trend sees an increase in digital demand, it is clear the businesses that have invested in digital infrastructure are positioned to convert more customers in this period. It is time to adapt.

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