Image by Gerd Altmann from Pixabay
Expenses are up. Revenue is down. For companies still open for business, social distancing and remotely working employees have become the norm.
The coronavirus has resulted in a terrible crisis for businesses.
Nonetheless. many companies can succeed while at the same time slowing the spread of the coronavirus. How?
They can help combat COVID-19 by enhancing their digital capabilities.
In turn, they’ll recast their customer-service approach and better serve their distressed prospects and customers.
On the other side of the pandemic, companies will limit their losses and build new customer experiences for increased revenue.
Yes, you’ve probably worked hard to create a happy buying environment with customer care in exchange for their repeat business and loyalty.
But you have to be relentless.
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Remember the contagion is an opportunity for growth, if you provide support for digital tools even for customers who are unfamiliar with them.
This means resetting your customer-care agenda – perhaps indefinitely.
If you haven’t already, implement customer-care policies, and send corresponding messages so your customers feel safe and valued.
Keep engaging your customers and show you’re aware of their concerns.
Additional options to consider:
Assist your prospective clientele digitally
In all likelihood, your most-satisfied customers use digital devices several times a week. However, many consumers don’t.
In fact, published reports indicate a large segment of the population doesn’t regularly use mobile apps. In the current constraining environment, such customers are the most difficult to please.
But you can support their use of digital tools. How? By helping them in their learning curves.
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Depending on your marketplace, you can conduct specific segment campaigns and provide remote educational advice and coaching in writing and/or in video tutorials.
Along the way, suggest they join you in supporting a charity that best serves your community in public health during this contagion such as the American Red Cross.
Provide new experiences for stressed out consumers
People from every profession and industry are concerned about keeping their jobs and maintaining their incomes.
Many were financially vulnerable even before the outbreak.
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Numerous published reports indicated many households couldn’t sustain unplanned expenses of $400 or higher. Many small businesses only have enough cash flow for one or two months.
So, for stress-out customers, think 1930’s depression-era values and be empathetic while being clear and simple in providing services and products they need.
Focus on efficiencies
The epidemic has worsened the consequences for all. Everything seems to be a hassle, which calls for enhanced efficiency in the minds of your customers such as in digital self-service.
Don’t make the mistake of a one-size-fits-all approach. Be responsive to the customers and their goals for their consideration in patronizing your business.
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If you’ve supported your customers’ use of digital tools, be sure to track their their journeys not just their transactions.
In this way, you’ll anticipate the link between their positive or negative experiences and their likely attitudes and behaviors toward your company.
Make certain employees shape your customers’ positive experiences
Put someone in charge of your internal handling of COVID-19 issues.
Increase your engagement of your team members. Take steps to upgrade or re-skill your employees for stellar customer service.
Start by reinforcing your culture.
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Empathize with your employees, who are also stressed as they try to balance their jobs with with their health, personal lifestyles and families.
Should employees get sick, demonstrate your genuine concern and communicate your support for them.
Remind employees the steps you’re taking to protect the workplace – from sanitizing to paid sick leave.
What goes around comes around. In other words, your employees are more likely to be empathetic with your customers and will teach them about digital services — if you fully support your staff with compassion and recognize their good work.
From the Coach’s Corner, related information:
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Understanding Your Employees Is Key to Beat Competitors – Understanding your employees’ experience at work is key to winning in your workplace and ultimately winning in your marketplace.
HR – 5 Best Practices to Manage Flexible Work Scheduling – Businesses benefit in multiple ways such as in recruiting, and higher employee morale and retention. But flexible work scheduling tends to be difficult for management. Here’s how you can alleviate your concerns with five best practices.
HR-Social Media Tips for Best Employee Morale, Culture – Social media affects your company’s culture – probably as much as the employees who engage in water cooler gossip. It’s true. Your company’s reputation is affected internally and externally by social-networking sites.
How to Overcome Churning Headaches in Subscriptions – Trending in B2C and B2B, the subscription economy with monthly fees has taken over commerce. However, many companies are experiencing losses from churning in subscriptions. Here are some solutions.
“Organizations that can diminish fear are those that are able to motivate, create, and innovate.”
-Chip Conley
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