Redefining Customer Experience: Staying in Touch with Your Customers

coffee shop customer

The pandemic made businesses do an overhaul how they operate. Brick-and-mortar businesses went from focusing on improving foot traffic to increasing their brand presence online. They can no longer ignore online marketing efforts after many consumers switch to online shopping. Even the way their employees work changed after some businesses made their staff work remotely. Since many consumers are now out of reach, brands need to find ways to stay connected with their customers and target audiences with the help of technology.

The problem is, this can be a tricky task, especially if you have no idea where to start. Sure, most consumers are now on social media. But not everyone is using such platforms to find products and choose the next brand they will patronize next.

If you are looking for ways to keep in touch with your audience during the crisis, then you are at the right place. We’ve gathered some of the best tactics successful businesses use to redefine customer experience during the pandemic. Here are five of them.

Build an Online Community

Businesses now invest in creating an online community where their customers and target audiences can interact, answer their questions, and easily reach out to representatives and other customers whenever they want. Thankfully, you can now start, grow, and monetize your community with the help of reliable community software. You can begin driving engagements, increase your revenue, and reclaim control so you can help your customers understand your business offers better while giving them a safe place where they can interact with other clients.

Forming and nurturing an online community helps customers easily find the information they need at the right time. They may prefer reading your FAQs or chatting, calling, or sending an email to your business to get the answers they want. They may also benefit from reading the other inquires previously made by other members that your staff already answered.

When you fill your online community with reliable content and engaging experience, it will be easier to improve your customer experience. You can even gain unique customer insight with the help of your online community. You will find it easier to know what your customers need, expect, and want from your business so you can customize your offers and improve your service.

people looking at a phone

Boost Social Media Presence

Most consumers are on different social media sites for entertainment purposes. They use the platform to reach out to their loved ones. Using this opportunity to take their minds off the current situation can be a great way to continuously engage with your clients. Aside from posting positive content, use this time to improve brand awareness through social media.

Create polls that will pique your customer’s interest. Ask questions to know more about their needs and expectations. Use social media to lighten up the situation, and your target audiences will find your social media presence as a breath of fresh air.

Don’t just aim to increase your followers. Focus on building great relationships with your target audiences by answering their direct messages, engaging in comments, and managing your social media community. Choose the right channel and be passionate when creating posts to garner the best results.

Consider Online Deals

You may be a brick-and-mortar business trying to increase your sales. But that does not mean you can no longer offer online deals to online consumers. Remember that one way to drive foot traffic is by enticing online consumers to visit your place of business.

Offer discounts, gift certificates, and other online deals that your customers can redeem when visiting your business. They can redeem these later once they decide to buy something in your store. If you are a service-based business, use this opportunity to introduce new products at a discounted price.

If you have an online store, free shipping vouchers are always reasonable offers. You can entice new clients to try out your offers by giving them a one-time free shipping option. As for your old customers, you can offer free shipping every time they avail the minimum amount required or for every successful referral they have.

Be More Active in Your Local Community

Aside from creating your online community, consider being more active in your own community. This way, you can start giving back to your community. You get to show local customers that you understand the struggles many community members have during the pandemic.

You can start by reaching out to local clients and talk to them about their struggles during the crisis. You can use the information to improve your offers and find ways to help the community. By simply spreading awareness, you are helping build a better sense of community and establish your brand as a supportive part of your community.

Your customers need you now more than ever. Improving your efforts to build a better relationship with them during the crisis can help your brand stay afloat. Commit to building better customer service by redefining your client’s experience during the pandemic.

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