Over the past few weeks, customers across the world are increasingly panicked as there are growing concerns about the novel coronavirus (COVID-19). The disease has reached several parts of the world within a few weeks and has become a major crisis. While it has affected the way of life and health of millions, it has also left an equally severe impact on businesses across the world.
Well, there is a slowdown in both demand and supply. Many businesses would have noticed a drop in patrons. So, if you have witnessed the same, then you aren’t alone right now. As per NFIB Research Centre, nearly 25% of small businesses claim that the coronavirus outbreak has left a negative impact resulting in slower sales, sick employees, and supply chain disruptions.
However, in the digital world that we live in, there are numerous ways to stay connected to customers even during the crisis of the global pandemic. There are several ways that you as an entrepreneur can try to keep your business running and retain your customers. Here are a few such points that will help you establish a connection with your customers during the coronavirus outbreak. We got these pointed with the help of The Next Women, a Dutch organisation that helps female founders to succeed in building companies which have a positive impact on the global society.
#1 Communication is the key
For a business, customers are like lifeline and you need to ensure there is proper communication with them to make sure you retain them. If you are not able to communicate as before due to the global pandemic that has urged employees to work from home or any other reason, you can keep your customers posted about the channels that you will use to keep in touch with them and how often you will be available via the same.
Right now, social media is the best way to keep connected as your customers will also be there on these channels. You can keep them posted about what you are offering for them and other updates via social media.
#2 Collect customer insights
Do not ignore on customer insights during the global crisis. Know what is going on with your customers from time to time. Also, understand their considerations regarding your products and services. It would be beneficial if you have someone collect the customer insights to keep. These steps will ensure your customers that you are focusing on the business even during the virus outbreak and keep them engaged as well.
#3 Rethink what you can offer your customers
During the ongoing health crisis, you need to rethink what you can offer your customers. Consider taking some of the components of your business online during the global pandemic outbreak. If you were not offering online services, then opting for the same at this point in time would be a great choice. Also, you can think of other alternatives that can help you retain your customers by keeping them in priority.
#4 Keep your sales them active
Situations like these are gateways for you to position your business above your rivals. You can keep your sales team active so that they are always up fill up the pipeline to meet the requirements of your customers. This outreach will surely help you position your business above the competition that exists in the market.
#5 Cancellation policy
For a successful business, it is important to think about the cancellation policy as well. You should know the policy on possible cancellations to make sure you are ready to meet the requirements of customers who are looking for a cancellation.
#6 Understand your suppliers, partners and more
When it comes to focusing on customers, it is important to understand what is happening with your suppliers, partners, and other key aspects in your supply chain. You should know these aspects to give a clear picture to your customers without any trouble.
#7 Risk analysis
When it comes to focusing on customers, risk analysis is a key point to be noted. You need to understand where the risks are and how to eradicate the same. Without an idea of the involved risk, you will not be able to detail the same to your customers as and when you are asked about it.
Stock photo from FILEOPEN CREATION/Shutterstock
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