In this guide, learn how to recoup your losses brought about by the pandemic and rebound in the post-COVID boom.
1. Seek solutions and don’t focus on problems
Not every business will be saved, whether it’s during a pandemic, recession or “normal” economy. However, some of the companies that fought to stay afloat sought solutions rather than focus on the problems.
According to Inc, a pottery store owner had to close her physical pottery studio. However, she quickly created a website and started to market her ceramic art kits online. She shifted her focus to families with children who had to stay home during the 2020 COVID-19 quarantines, and delivered supplies to them. In this way, she quickly transitioned from a brick and mortar business to an online service.
Restaurants and grocery stores are another example. Many of them that never offered food and grocery delivery before the pandemic began to start either in-house or through a third-party delivery service.
Department stores and home improvement centers also implemented an online ordering system.
Focusing on the solution instead of the problem called for staying open to new forms of communication. This also ties in with adapting to new technologies, which can save your business too.
2. Be open to new forms of communication
The pandemic ushered in the remote era. Everything from social interactions to work had to be remotely. This included online shopping.
To cater to e-retail customers, businesses need to adapt to use new forms of communication. This includes maintaining an active social media presence, so you can respond to customers via popular networking sites like Facebook and Twitter.
The above example is an example of the way communication can help you recoup from the pandemic and move forward. It’s the companies that learned how to communicate in chaos – or despite it – that have survived and will continue to thrive in the post-pandemic era.
3. Better customer service
The pandemic disrupted business on all levels. With disruption came complaints, taxing your customer support.
So how do you enhance your customer support? By providing knowledge management, in the form of customer helpdesks, information portals and FAQ pages.
An effective knowledge management portal complements your existing customer support platforms, such as hotlines and live chat. It enables customers to look up the solutions to the issue on their own, instead of calling the helpline or waiting for an agent to become available.
4. Reward customer loyalty
It’s easier and more cost-effective to keep existing customers than to attract new ones. Reward your loyal customers by offering perks, promos or discounts. If the budget doesn’t allow for it, feature their testimonials and ask for feedback.
This way, you hit two birds with one tactic: you make your loyal customers feel loved and important, while turning them into your brand ambassadors. In an era of online reviews, word of mouth marketing can be more effective than traditional ad spending.
5. Never forget your customers
This may seem like a repeat of point number 3, but it’s not. This takes it one step further. No matter how much you struggle during an economic disruption, don’t forget your customers.
Customers always come first or you don’t have an income. If you don’t have an income, you don’t have a business. Never forget your customers, no matter what.
If you remember them, they will provide you with the loyalty you need to make it through any economic crisis as long as your services are needed. In the process of taking care of your customers, keep in mind they’re looking for an experience, not just service.
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