The world as we know it went through what seems to be an overnight change after the worldwide spread of the novel coronavirus. Everything from our way of living to the way we see things also became different. The retail industry, which mainly operated through person-to-person transactions was caught off-guard. We bet no one imagined what to do in times like these before this health crisis struck.
Now, everyone is in the process of adjusting. We were introduced to the term ‘new normal’. Meaning our ways of doing things will be different from now on. For business owners, we are to help you know what to do to keep your customers despite this worldwide virus outbreak.
While governments are enforcing physical distancing regulations, people are becoming cautious about interacting with each other. Therefore, people prefer doing their usual activities such as shopping and buying groceries in a safer manner like online.
Now retailers are on a new race for the attention of buyers who now have a more unpredictable behavior due to the virus. What we know is that clear information about products is vital now more than ever. The more information they get, the higher the chance they will trust the brand. Here are more tips on how to entice them:
Make a closer connection between you and your customers.
In times like these, it is important for businesses to ensure that customers will have access to daily necessities. It is one of the most effective ways to win their trust and loyalty especially due to the threat to the public’s health and safety that is just around the corner. You must try to find ways to help people survive while they follow their government’s physical distancing and other health regulations. But your safety measures should not only be focused on crises related to health but also natural calamities and disasters because these may also happen anytime.
Preparing your physical stores to provide service even during tough times and sharing vital information from government authorities are some of the things businesses to solidify their relationship with your customers even more. Now, their connection with consumers does not end on each transaction anymore. Instead, you must become part of binding the community together.
Invest on improving your digital channels.
Apart from reinforcing delivery services so customers will not be forced to travel to stores, business should also improve their online retail platforms to provide faster service and to give customers maximum convenience and satisfaction.
Varying situations that can affect customer experience should be considered so you can prepare an immediate solution should a problem suddenly arise.
Investing on technology is essential as it plays a major role in contactless transactions not only to prevent contraction of infectious diseases like COVID-19, but also to lessen the risk of people getting caught up by accidents or natural catastrophes.
Stay True to Your Words
Keeping promises should not be difficult for retailers. Staying true and instilling values on your services is a good way of showing how you genuinely care about your customers during this pandemic. Direct actions will be the proof of their commitment.
Focus on Your Strengths
Now is not the time to be reckless and too take unnecessary risks. Know that this pandemic has drastically changed customer preferences, needs and expectations. So, you must be careful with your decisions as they can make or break your business in a blink of an eye. It is true that investing on digital infrastructure is essential to meet the increasing digital demand. But you are not prepared enough, it is better to stay on the safe zone and take the transition easy instead of being hasty and taking risks that will make it likely for you to make huge mistakes.