How to Retain Customers During COVID-19 Pandemic
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A good business owner knows how to take care of and retain their customers. After all, customers are the lifeblood of a business, and without them, a business wouldn’t exist. Therefore, it is important not only to find customers but also customer retention.
Research shows that acquiring new customers can be very hard. However, loyal customers spend 33% more than new customers. This makes customer retention very important, especially during this coronavirus pandemic.
During this period, customer spending is low, but there are still ways to retain customers. There are a number of customer retention strategies to keep in mind.
- In difficult times, people want to feel connected to each other, including the brands and products they use.
- That’s why it’s important to promote the “causes” of your business and use your business “missions” to connect with your customers.
- To retain and support your customers, you need to show them your commitment to employees, customers, and the organizations involved in the fight against Covid-19.
- This creates solidarity between you and your customers and helps strengthen your brand.
Express your value
- Now is the time to show our customers that we are all on the same ship.
- This is a great way to differentiate yourself from your competitors and can be used to address larger issues.
- Providing useful information to customers shows that you are with them during the pandemic.
Virtual products and services
- During the pandemic, it may be necessary to display your services by providing them virtually. For example, video conferencing and meeting platforms have allowed many businesses to survive despite strict COVID-19 guidelines, lockdown, and curfew.
- You must think about how you can move your business from traditional sales to online business sales to reach and serve your customers.
Create useful content
- Since COVID-19 is a new disease, there are still many points of obscurity. Pharmaceutical companies and scientists have not yet developed effective treatments and vaccines to help fight the spread of the virus. All this uncertainty has led to many news and fake articles related to Covid-19.
- Therefore, it is important to provide customers with useful and relevant content that they can use to win the fight against coronavirus disease.
Increase social media presence
- With some ease of social distancing and businesses closures in some parts of the world, many people are still locked at home.
- Staying home has increased their use of smartphones, PC’s and laptops to stay online.
- That’s why it’s important to have a strong presence on social networks.
- Many people around the world use social platform not only to read the news but also to stay in touch with their loved ones in isolation.
- Use social media channels to create compelling posts and to enable your customers to see your brand in their news feed.
- Don’t forget to post 2-3 times a week to answer questions and respond to messages and requests.
Add a personal touch
- Many people might be staying alone now because many of them are isolated.
- Now is a good time to have a friendly face and voice, even if you are far away.
- Don’t be afraid to contact your customers in person.
- Email your personalized card, make a phone call, or send a message directly.
- Check in to find out how they are doing. During this uncertain time, they will surely be delighted to hear the friendly voice.
- Since this pandemic, many people might have lost their jobs and their consumption has dropped significantly.
- So now is the right time to invite purchases with gift cards, discounts, free trials, or free shipping.
- These types of promotions will stimulate interest in your business and help your customers buy from your website.
It is very important to keep the needs of customers at the forefront of this pandemic. Adapt your products and market strategies to reflect current demand rather than “business as usual”. Providing long-term value to your customers increases your chances of retaining them and maintaining a long-term relationship with them.