Shopping habits have changed since the global pandemic hit. Many customers change their buying behaviors to adjust with the situation. Online shopping has increased significantly since people have to stay at home following the guidelines to minimize spreading of covid-19. Safety has become the main concern when it comes to buying activities now. Many people are no longer feel safe to visit brick and mortar store. However, you can still encourage customer loyalty even during this global pandemic.
How to build customer loyalty even during global pandemic
Feeling connected is one of the most important element to build trust. When customer feel connection with your brand, they won’t hesitate to buy your products or service and keep coming back. Here are several ways you can consider to build customer loyalty:
Win customer loyalty from customer service
To gain loyalty from your customer, you have to start with excellent customer service. Providing excellent customer service will make your customers feel safe doing business with you. You can improve customer service by responding to your customers quickly, finding solution for their problems immediately, empathizing the struggles your customers are having during this hard time, and so on.
Start a personalized service
Deliver personalized service to each of your customer. Personalization is key to successful business. It can help customers feel more valued and special because they receive relevant contents to their interests. To personalize service, you need to find out your customers’ interests on individual level. Use the right system to record and collect data of each of your customers’ information. It can be challenging indeed to personalize service to each customer. However, it will pay off. By personalizing service, you will be able to simplify purchasing decision for your customers making them having great experience.
Build customer community
Create a community where your customers can connect with each other. During this global pandemic, the feeling of disconnectedness is real. Hence, you can create a safe space where your customers can share their stories, struggles, or tips with each other. You can build community that focus on the challenge or common interests your customers share. You can start a group in social media platform such as Facebook or Twitter. You can set up virtual events or meet ups to accommodate your customers.
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Planning a customer reward program
Customer reward programs can be a good idea as well to build customer loyalty during this pandemic. However, this strategy may need more preparation and plan. You have to make sure that the programs work both for your customers and staffs. Make sure to connect this program using proper system so it will be easier for customers to sign-up, track, and claim their rewards.
Use customer feedback to build their trust
Every customer has their opinions. Even though some customers sometimes prefer to be more of a silent buyers, you can always collect feedback from those customers who tend to be more active in voicing out their thoughts. Use their feedback to improve your service and personalize your offers. Feedback is not only meant to be received but you also have to make changes to improve your business and gain more loyal customer base.