If you had asked a businessman, at the end of 2019, which were their plans for 2020, I’m sure the answer wouldn’t even be close to the current reality of the world.
The world pandemic of Covid-19 is not just a public health crisis, as it has a direct impact on the economy — and think about customer retention india phone number data in times of crisis is a must.
In a scenario of economic uncertainty, businesses had to adapt and respond rapidly to the moment.
That happened with the ones that saw their sales skyrocket due to the increase in demand and with those that, for the most part, are directly suffering impacts of social isolation.
It seems strange to think that the pandemic accelerated the digital transformation. But, it is no longer possible to think about the survival of businesses that have not digitized and changed their way of relating to their clients.
In this article, we will talk about three issues that can help from small to big businesses to differentiate themselves and go through this moment of crisis.
Without a doubt, attention to the customer base is directly related to retention.
A lot has changed, and the way to relate to 3 reasons why it pays to sell overpriced goods customers needs to evolve. Therefore, keep reading to see what can be done!
Why is digital transformation a necessary change?
Many changes are happening within organizations: the relationship with customers, the way of doing businesses, how the customers are finding companies, and how the world sees them.
We are seeing hundreds of cases of companies using the digital medium to position themselves and even to remain open by reaching out to customers in previously unplanned ways.
Physical doors have closed, and now it’s time to open digital doors wide. Businesses will never go back to being as they were at the end of 2019.
Delivery is now an option, maybe the only one, to belgium numbers bars that were previously open for hours on weekends, with live music, that now is transmitted via lives on YouTube.
Physiotherapists, physical educators, psychologists, and doctors started to attend and monitor their patients online.
Gyms started to make online and group classes. And even religious institutions are doing their rituals through videoconference tools.
What do all these changes tell us? That physical barriers no longer exist.
Hundreds of businesses are now working with the home office scheme. Even public companies — that didn’t seem open to this reality — now are operating 100% on remote schemes.
Digital transformation is a path with no return.
But how to adapt all businesses to this reality?
The first step, for sure, is related to how much you know about your customer.
How are you taking care of your customers?
Maybe your operation has been greatly impacted by all of this, or you may have adapted well to the new way of working.
But there is something that hasn’t changed, and that requires attention more than ever: your client.
This is the time to understand everything that is happening to them, whether it’s a company, whether it’s the final consumer.
Your organization needs to know, when it comes to B2B businesses, how the customer is suffering the impacts of this crisis, and how you can help them.
Regarding B2C businesses, it is important to Customer retention know how your customer’s routine was impacted. Think about this:
- Are they working from home?
- Has it impacted the family’s direct income?
- Are they in need of a new job?
And more importantly: Customer retention how can you help with all those scenarios? Take the opportunity to find out strengths and weaknesses and get an overview of the customer’s market.
Be the agent that will help to solve the new situations that are happening to them.
Know your customer
Listen to what they have to say.
Only then will it be possible to understand what they expect from you in the situation they are facing.
Understand your client’s reality and take advantage of the fact that they will be open to talking.
It is a favorable time to approach and genuinely listen, as people are in more need of sharing — and you can be the ears they need. Listening can bring valuable insights.
It is necessary to know the customer’s needs and build a relationship based on trust — if you haven’t done that already.
And even in businesses where the relationship with the customer is not long-lasting, be ready to listen, taking advantage of the means you have, such as social networks and WhatsApp.
Exchange experiences. Not only listen but also talk about the moment you are going through and show empathy. Let the customer know how important they are and how much you value them.
And reflect: how have I worked so far? Before the whole crisis started, how much did you know your customer?
If you had known them a little better, how much would this have helped you be closer to them?