The ongoing pandemic of COVID-19 has affected the whole world and the world economy. The impact of this pandemic is still growing covering thousands of people of all countries throughout the world. Survival of many businesses especially small and medium level business has become a challenge for them.
The fact is that all businesses are getting affected because of this emergency situation some way or the other. Be it your customers, employees or stakeholders; nobody is spared out of this. And maintaining good Customer Relations even in this situation is not an easy task, but still a need of the hour.
Although it is not easy to keep running a business at the same pace, but if you take necessary measures, you can overcome this challenging phase. In order to maintain good customer relations, it is crucial to maintain consistency of providing a great Customer Experience and ensuring Customer Satisfaction.
Why it is crucial for organizations to focus on Customer Relations at this time?
Customer Relations are all time important to maintain, but in the time of crisis, it becomes even more important to support your customers and provide them an awesome customer service. Challenges come but the way to treat your customers and employees at challenging time makes your brand recognized throughout.
Coronavirus has spread all across the world and let's hope it will go soon because the medical industry is working day and night to find a cure and vaccine for this. And if you keep supporting and serving the customers in the best possible way, you will come out of this challenging phase with flying colors.
People will remember what you did for them in the time of crises which will increase your goodwill in the market. This will enable you to emerge as a bigger and more trustworthy brand. Let's explore some great ways to ensure that your Customer Relationships Outlast Coronavirus.
Tips to Ensure that Customer Relationships Outlast Coronavirus
- Empathize and support the customers and employees
- Assure the customers that nothing can affect company's values
- Innovate new ways to serve the customers
- Inform and educate the customers with the new solutions
- Do one step further to serve the customers
- Keep obtaining Customer Feedback and work on it
Let's learn how following these tips will help you provide a better Customer Experience and enhance good Customer Relations.
1. Empathize and support the customers and employees
Your actions should express to your customers that you care for them and you are there to support them in this time of global crises. You should let them know that their satisfaction matters the most for you. But that doesn't mean you overlook your employees. You must treat your employees also with respect and understand their concerns
If you take care of your employees, they will take care of your customers, and the business will take care of itself - J.W. Bill Marriot
This is a time when customers can make delay in your payment, or want a quick service as they cannot visit again; or need an online service. In such cases, you should wave off late payment charges, rise above SLAs to serve the customers sooner and better and try to provide them online service as much as possible without needing to visit your premises.
2. Assure the customers that nothing can affect company's values
You must assure the customers that the company's values will continue to be as they are. Challenges cannot move you from your business ethics and values. Ensure to deliver the same quality of goods and services you were providing them before the outbreak.
Compromising on quality can ruin the reputation of your business whereas if you maintain your top quality standards, your goodwill and brand identity will outlast coronavirus.
3. Innovate new ways to serve the customers
Necessity is the mother of invention. In many of the businesses, regular ways are not working. So you have to think of more innovative ways to serve the customers. You need to focus on digital side of your organization and try to do most on the work online.
Moreover, you should start adopting those ways of providing services where customers do not have to commute to your workplace for getting their work done. For instance, you are running a takeaway restaurant preparing food for a large number of people on daily basis. In this pandemic situation, obviously your customers won't come to take food. So you should focus more on home delivery of your food.
4. Inform and educate the customers with the new solutions
When you are able to find new ways to serve your customers and start adopting them, it is also necessary to inform the customers and educate them how to go for new ways. Whether you are starting a new online service, or launching a new app, or starting a home delivery service, or setting up a new customer care number; you need to convey this information to your customers and make them learn how they can use your service.
5. Do one step further to serve the customers
This is a very good strategy to make your customers feel more secure and satisfied. You should always try to serve your customers a step ahead. For instance, you are running a grocery store, you can provide discounts and freebies on a purchase of certain amount of groceries. You can give a pack of antiseptic soap or a hand sanitizer free depending upon the bill value of the customer.
6. Keep obtaining Customer Feedback and work on it
You should always keep gathering feedback from your customers to know the real insights regarding how they are feeling about the experience they are having with your brand. This will showcase that even at in the difficult phase of pandemic, you care for your customers and want to serve them in the best possible way.
Gathering customers' suggestions, working on them and informing this to them will actually help you to make lasting impact on your customer relationships. You can collect Customer Feedback easily with the help of an effective Customer Feedback Software and work on them.