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\nWhile the world is propelled into a state of isolation, people are also prodded to adapt to a new normal. It\u2019s already challenging enough for businesses to keep afloat when consumers are predictable\u2014and it\u2019s even considerably more cumbersome to do so when the pandemic is changing the way people shop, dine, and live.<\/p>\n
As the global lockdown brought uncertainty to a great extent, businesses are faced with the struggle of choosing between generating profits in the middle of uttermost economic hardship or taking into consideration the threats to the life and livelihood of their consumers. With the pandemic remaining widespread, business owners are now asking the question\u2014how to maintain strong customer engagement during COVID-19?<\/p>\n
1. Reinventing Customer Engagement<\/strong><\/p>\n Customer engagement is the process of strengthening your emotional connection with your customers. A simple interaction with customers using any of their preferred channels is already building a relationship with them. At the time of this pandemic where physical interactions are eliminated or social distancing is introduced, how will you be able to engage with customers and continue to connect with them on a deeper level?<\/p>\n It\u2019s time that you reevaluate your bond with your customers. Reinventing customer engagement is the key so your business can weather the onslaught of economic uncertainty. Here are some steps that you can take to maintain strong customer engagement during COVID-19.<\/p>\n 2. Keep Your Lines Open<\/strong><\/p>\n With most consumers staying at home almost all the time, they\u2019re likely to spend hours on their phones. It\u2019s necessary that you keep your lines open\u2014and this doesn\u2019t apply to business phones alone. You need to always monitor your emails, voice mails, social media accounts, and even fax messages.<\/p>\n Your customers need to know and feel that you\u2019re still here for them. They need to feel that sense of familiarity each time they try to reach out to you. Whether it\u2019s a simple greeting or an inquiry about your products, you have to be reachable as often as possible.<\/p>\n You can try setting up a hotline and schedule a block of time any day of the week where your customers can talk to you via phone or direct message. There are also several apps and software that you can trust, such as Drop Cowboy<\/a>, a unique platform that allows you to send out marketing alerts, announcements, coupon codes, and other similar marketing content via text message. If your customers regularly receive alerts from your brand, they\u2019ll surely remember it and you get to keep the customer engagement alive.<\/p>\n 3. Improve Your Loyalty Program<\/strong><\/p>\n If you have loyal customers, do everything you can to keep them at all costs. Maybe it\u2019s time you reinvent your loyalty program so you can reward your customers more. Come up with exciting and rewarding offers that your customers can\u2019t easily resist.<\/p>\n Here are some of the reward offers idea you can try:<\/p>\n You can also offer discounts whenever they hit a specific amount of purchase. Entice your customers to sign up for membership so they can receive exclusive emails whenever you have an upcoming promotion or sale event.<\/p>\n 4. Keep Your Website Updated<\/strong><\/p>\n As mentioned, people are spending most of their time at home, browsing through the internet. You have to make sure that your company\u2019s website is updated and always loaded with fresh content. Your business contact details should also be updated, including your mailing address, email address, and social media accounts.<\/p>\n Write and post engaging content on your website, too. Timely and relevant articles will help assure customers that you\u2019re not leaving them behind amid the pandemic. Furthermore, educational content will be useful to them and in return, they\u2019ll know that you care. When your customers see that you\u2019re always updating your website, it gives them an impression that your business remains and that you\u2019re somehow reaching out to them in a way.<\/p>\n 5. Improve Your Payment Options<\/strong><\/p>\n With E-commerce ramping up its game, you\u2019ve got to stay in the loop, as well. As you offer free shipping and returns, there should also be more flexible payment options for your customers. Offer an extensive range of payment methods because each customer will have their preferred payment option and when you don\u2019t have what they want, they might think twice about purchasing your product or service.<\/p>\n Especially when you\u2019re running an online store, you\u2019ll come across customers with a varying range of preferences. You have to be able to offer your customers flexibility when it comes to payment methods, including bank transfer, online payment, debit card, and credit card. If what they prefer isn\u2019t available on the options, you can\u2019t expect them to go out and process the payment physically. Your customers need to be in control, particularly when paying and having the items shipped to them.<\/p>\n Making Digital Engagement More Human<\/strong><\/p>\n It seems that the only possible way to interact with customers is through digital engagement\u2014at least until things go back to the old normal. Digital engagement is superb; it makes everything almost perfect, convenient, easily accessible, and fast. However, at some point, it might make customer engagement less personal and more automated.<\/p>\n In the time of COVID-19, customers are no longer easily satisfied with simplicity and efficiency. They recognize brands and companies that can make customer engagement more human and personalized. The key is to humanize your brand while staying relevant on all digital platforms. How do you that?<\/p>\n Say, for example, you\u2019re using Text Blast Software to send out marketing alerts and promotions. Although they know that what you\u2019re sending out are automated messages, you can add a personal touch to it by inserting their first names right at the start of the message. It\u2019s a simple addition but can help customers in developing trust since they know that the message wasn\u2019t sent out randomly.<\/p>\n\n
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