When it comes to reaching your customers during a pandemic, it is critical to be able to adapt to ever-changing circumstances. Social distancing and other everyday restrictions due to the coronavirus have small businesses taking creative approaches to connect with their customers. Although it might seem like an uphill battle, there are businesses who are doing it and succeeding! Below, we’ve compiled four out-of-the-box ideas for connecting and retaining customers during a pandemic.
Take Advantage of Social Media with Live Videos on Instagram and Facebook
Since customers are now spending more time at home, they will inevitably have more time to be on social media. Use this to your advantage by doing Instagram and/or Facebook live videos. Keep your customers in the loop in the form of a Webinar, a Q&A session, an info session on what your company is doing to protect employees and customers, or just a fun, light-hearted message. Whatever route you take, just make sure whatever you do allows your customers to ask questions and interact with you during the video.
Continue to Provide Value to Your Customers Through Digital Services
Providing customers with value is at the core of maintaining good customer relationships. And with social distancing in mind, this will require an out-of-the box approach. If you are a plumber, mechanic, or retailer, here are some ways you can offer your services digitally:
- Teach a class about your product or service. Record or livestream it from your website.
- Skype or do a Facebook video with a customer who needs help at home, instructing them on how to solve a problem.
- Write blog posts and articles that give customers helpful information, tips, and tricks.
Fill Out This Interactive Coronavirus Prevention Flyer Builder
During this uncertain time, the U.S. Chamber of Commerce has several resources on their website for small businesses. For example, use their dynamic template to create a personalized coronavirus prevention flyer to keep your customers informed on what you are doing to keep your employees, customers, and products safe from the spread of COVID-19. You can then post it outside your business’ physical address, on your social media, or send it through SMS messaging.
Use WebChats to Stay Top-of-Mind for Customers
When the COVID-19 situation is under control, consumers will begin leaving their homes again to buy things. And they’ll be hiring plumbers and HVAC specialists to take care of the projects they were putting off. In short, we expect business to boom once this pandemic is over. This means you want to stay top-of-mind for your customers for when they’re ready to purchase again. And one of the best ways to do this is through webchat on your website and social media pages. A 2020 study showed that 79% of consumers prefer website chats because they offer instant responses, and that this type of chat has the highest consumer satisfaction rate at 92%. Besides being able to offer immediate responses to common questions for your customers, you’ll be able to connect with them anytime, anywhere.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!