The worldwide lockdown although necessary for our safety against COVID-19, it has also brought about additional difficulties for various firms. The complications it brought along, is already being reflected in the current economic condition we face, not forgetting the negativity and fear, it managed to spread across globally.
Such negativity has affected the customers, which stands as an additional problem in front of various companies. This pessimistic attitude surrounding us needs to be diminished and replaced by hope and positivity. This task is surely difficult, but not impossible, and therefore, companies have come forward in various ways to provide a helping hand and a beacon of hope. To achieve the level of confidence we seek in customers, it is important to ensure that customer experience is not affected by the current pandemic.
Keeping all of this in mind, we have listed a few ways by which you can improve your Customer Experience during the current situation
customer experience
1.Mobile friendly website:
Amidst all the chaos and tension, the one place people look up to for distraction as well as information, is their mobile phones. This is the reason why current trends suggest a significant increase in mobile phone usage. Therefore, it is only obvious that you must now as a company focus on creating websites which are more mobile-friendly than before. Not only websites, but mobile application is another excellent way to not only promote your brand, but also show your support to your users in this difficult time.
In mobile friendly websites, make sure that the important points and features are within the thumb zone of the user. Make sure to include a search feature on your website, so as to make it easy for the client to find the result it seeks.
2. Support Accessibility:
While COVID 19 is forcing customers to remain within their homes and not step out unless and until the need is really urgent and important, it is important for business to open more platforms to virtually connect with every customer. Through this pandemic service interruptions should be at its lowest and in the event of any disruption help must be at the fingertips. Simplify business processes to make sure customers do not have to visit you to avail of support or a service. Open more channels other than the brick and mortar models. Create virtual stores and virtual products that support your services so your customers remain in the comfort of his home and still continues to avail of your services. This change in experience will not just be welcoming but also yield dividends in the long run through more referrals that opt for your product or service. This is growth driven by a positive experience.
3. Empathy:
We as humans are empathetic towards others and at the same time seek empathy every time in distress. In today’s times where we are trying to pace ahead of one another, we often forget to retain basic empathy in interactions whether it is subordinates, peers or even customers. Empathy is not just understanding what the other person feels, it also means standing in the shoes of that person and thinking about them apart from yourself. This humane characteristic is what we all must grasp in these difficult times while dealing with customers especially with the elderly because they are the most prone to contracting this virus. The pandemic must evoke the empathy we had forgotten not only as individuals, but also as a company.
This is absolutely the time to display the value of “Customer first” and drive this top down till it becomes a culture within the organisation. The values which you reflect as a firm are what your customers will remember even after the crisis is over, thereby, creating a positive impact on your customers. This impact will not only attain additional customers, but also build a strong foundation of trust in the minds of your clientele.
4. Relax your subscription services:
Many companies provide additional services to their customers only after a specific subscription fee has been paid by them. If your company has adopted a subscription model as well, then it is time for you reconsider it, for the time being. Not just big business firms, but common people are also worried about the economic situation that will be waiting for us, once we win the ongoing battle with Coronavirus. This situation can lead to many financial crises, and therefore, your customers might be worried about where they might stand financially in a year or so. This worry, unfortunately, might make them reconsider on whether or not they should carry on with the subscription during this lockdown, when there are no or few modes of income available for them.
Therefore, it becomes the duty of brands based on the subscription model, to loosen it a little. There are already a few examples of brands doing so, from extending their free trial to providing free services until the lockdown is lifted. And this has managed to create a very optimistic atmosphere among their clients, as well as attract new ones.
5. Deliver to door-step:
During this worldwide lockdown, it is not possible for people to leave their house as easily as it was before. And therefore, home delivery becomes very crucial especially now, when we are all stuck inside the four walls of our house. Although many companies do provide home delivery services, it is still not enough. Tie-up with service providers that have a far and wide reach to make sure your services are available even at the remotest corners. Innovate delivery mechanisms using technology and amalgamation of partnerships.
Don’t forget to ensure the delivery is also sanitized so as to avoid further transmission through this channel.
COVID 19 is not leaving us soon and it is here to stay. Let’s stay positive and innovate to live with it in our very own neighborhood. Exceptions will change to new normals, we as humans have great strength to make that happen. Till such time stay home and stay safe but most importantly look forward to the light at the end of the tunnel.