One of the first things we discussed at NCXT when the pandemic hit was the importance of staying engaged with customers at a time when face-to-face contact wasn’t an option. How do you let them know you’re open for business and you are keeping their safety and preferences in mind? We’ve pulled together a few tips to help:
Prioritize customer pandemic safety
Everyone is living with a high degree of uncertainty these days, and anything you can do to alleviate that will be appreciated. It’s crucial to protect your customers’ safety with social distancing and sanitary best practices. And communicating how seriously you’re taking these precautions is an essential aspect of your communication plan.
Establish consistent, valuable communication practices
Use digital and non-digital channels to let customers know about the valuable things you’re doing and offering them. Think about how they may be communicating differently in 2020: are they reading more magazines or newspapers, spending more time in specific online spaces, overwhelmed by emails? Make an effort to find them where they are.
Increase your practical understanding of customer preferences
One of the simplest ways to understand what your customers want is just asking them. Create a way for them to opt into the channels, topics, and cadences they prefer. By listening to what they really want, you’ll not only be more persuasive, you’ll build trust with your customers.
And while you’re at it, ask your customers what they want in terms of products and services. You’ll be forced to find potential ways to diversify revenue models and services when older ones are longer available. Digging into your customer preferences reveals new markets, products, and services that will extend your reach. We’ve seen restaurants offering take-home products, cleaning services developing home care product lines, and many other creative transformations in local businesses since the pandemic. What are some new products you might offer?
There are so many doors that can open when you devote yourself to thoroughly understanding your customers and the NCXT team can help you learn everything you need to know. Let’s talk about how our meaningful customer, product, and market research can help you step up your customer experience—and how that experience can boost your business as a whole.