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Redefining your customer experience

How have you been affected by the COVID-19 pandemic? Many people may have asked you this question or this may be the first time. It is important to think about how the COVID-19 pandemic has affected you personally. This may also give you an insight into how your customers are feeling at this time. With this information in mind, it may be time to redefine how your customer interactions are being presented? Here are five aspects to consider

1. Consider that everyone’s experience of a crisis is unique

We need to understand that every person who experiences a crisis will react differently. If a person’s life had to change dramatically, they may be grieving their old way of life. They may lash out at you and we need to see where the customer is coming from before we react to what they have done or said.

2. Show empathy and concern for your customer

Now is the time to put your customer first. You need to listen to what their concerns are and if you can help you need to assist. We are called to offer support to our customers to help them through this time. You shouldn’t be in their face with your sales pitches and you should not show fake concern. Being authentic during this time will help to build trust with your customer base. With everything being throw into chaos, you need to be steadfast and reliable for your client.

3. Speak openly to your employees

As important as it is to look after your customers, you should also be taking care of your employees. You should ensure that their health and safety is your priority because if you don’t have employees, you won’t be able to do serve your customers well. Therefore it is important to tell them how the business is doing, and if there are cutbacks to be taken how this will happen. You should also give them information about how health and safety will be treated in your business. You should train your staff and ensure they have all the equipment they need to work in a safe and secure environment.

4. Offer specials or reduce payments

With many people being let off or having their salaries decreased, they may not have the means to buy the products you offer. If you can offer a discounted rate for subscriptions to your product or if you can freeze payments for a month or two, this will be greatly appreciated by your clients and they will remember how you treated them during this time.

5. Try to do your business in a different way

If your business has many face-to-face touchpoints, you may want to consider how you can change it. You may want to offer contactless payments or you can offer kerbside drop-offs where there is no contact between you and your customer. In addition, you should consider how you can offer your product or service with less contact. You could offer video conferencing if you are a consultant.

The times they are a-changing, and we need to remember to consider how people feel and how we can be of service to them while still doing our work.

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