While scientists scramble to find a cure for coronavirus, unprecedented community quarantine and social distancing measures urged by the World Health Organization (WHO) for the betterment of everyone, unfortunately, have prompted closures of many businesses all over the world. This means a lot of economic activity ceased to happen except for drive-thru, delivery services and other essential businesses that follow the usual physical distance protocol to minimize exposure and reduce the transmission of infection of COVID-19.
Here's a list of ways to start a better understanding of what your brand means for your consumers:
Start Looking at The Strengths And Weaknesses of Your Company
Begin analyzing the value of what your business provides to improve how your clients view you, as well as how effective you're strategy is on how you can also attract the new ones. Helpful content is what draws skateboarders to your business so it's very important to make sure that you are providing the exact information your consumers want to know. During this pandemic, take advantage of focusing on your weakness as a company so recognize and accept your weaker skills because you can't turn a weakness into a strength if you are too busy denying that weakness does not exist.
Look at The Bright Side on How to Attract Customers at This Time
Support and reassurance are the ones that every business needs to do as that is what every client is dying to hear and see right now in this time of limbo from every company. Instead of asking "how can I persuade someone to buy?" you should be asking "What can I do to help support the customers?". Focusing on the financial gain will never make your company go in the best light during these tough times. Your support doesn't need to be that extreme, but all the efforts of your business will surely give you great PR in the long run.
Keep All Communications Open with Your Customers
Delays are inescapable as of this time, and of course, it's expected by a lot of people. Hence, it's still very important to maintain communications to your valued consumers so managing their expectations well and confirming that they are okay with the increased time of delivery will be much appreciated because it will create a positive customer experience that they will always remember. Highlight important information and announcements on your website and all social media platforms.
Here are some examples:
- Delayed Shipping
- Stock Shortages
- Changes of delivery dates
The special or important announcement needs to be pinned to the top of the Facebook Page so everyone will be aware of it.
Build a Strong Community and Not Followers
Social media plays a huge role in our lives especially communicating instantly with our loyal customers. It's a prominent way for brands to use the community they have built. However, some brands are trying to support an audience-building while it may be a great amount of boost for followers, it's also an effort that may risk of a backfire. Customers sometimes may see it as too self-serving and it's possible that you may gain loads of temporary following who don't really want to engage with your brand. Recognize that there is a big role that you have to play in responding to a crisis. Focus on the ones that needed it the most first and your own needs as the second.
Don't Make it About You So Offer Support, Not Products
I understand that it's very tempting to promote products. However, the consumers that you are trying to reach is dealing with potential life-changing events and the last thing they want to hear from you is you and your business so steer clear of any statements that may lead to "I", "Me" and "My" for the meantime and the only exception is your business is directly dealing with the recuperation of the pandemic. The consumers are smarter now and they can tell what are negative promotions or scams.
Staying safe and being informed is the best way to deal with COVID-19 and that means keeping up to date by always checking official sources like World Health Organization (WHO), any local government and any health department sites that are legitimately providing accurate news. Being well informed gives companies the ability to respond immediately to any developments that may affect your business.