How to Stay Connected with your Customers

Sarah Matarazzo
Wednesday January 6, 2021

The coronavirus pandemic is throwing up challenges for businesses on an unprecedented scale. With people being ordered to work from home, retail and hospitality yet again being forced to close and urgent measures being enforced to control the spread, keeping businesses afloat is of top priority to protect jobs, maintain livelihoods and stave off the threat of economic collapse.

Here are 5 ways to stay connected to your customers in the coming weeks and months ahead.

Up your social media presence

Your customers are undoubtedly already on social media, but during these uncertain times, they are likely checking in regularly to get the latest updates on the virus. Whether you’re offering humorous and positive content to help take people’s minds off the pandemic or showcasing your services and how they may have changed during Covid, it can be helpful to increase your posting frequency to ensure you are showing up in their news feeds.

Customers are more likely to buy from a brand if it offers them exciting experiences and impressions.

Video marketing is the top practice that allows brands to connect with their customers at a personal level and foster more human interaction.
Video marketing is expected to be the most effective digital marketing trend this year. Once created, video snippets can easily be distributed via your social channels, driving interest and traffic to your website or landing page.

Implement an e-commerce business model

If your business is already offering online shopping experiences, remind customers that they can still buy your products online. Offering discounts or offers such as free shipping to encourage online shopping may help drive sales. If you operate a service based business such as a restaurant or beauticians, you may want to consider introducing gift vouchers to be used in the future. This can help maintain sales for you, while giving your customers something to look forward to.

Communicate your Covid plan

Contacting your customers to let them know you’re doing everything you can to protect their health and safety as well as the health and safety of your staff members is an important action right now. Share any increased hygiene measures, social distancing protocols and let them know you’re enforcing self-quarantine amongst any employees who might be experiencing symptoms. Customers are more likely to interact with a company they trust and feel are operating diligently.

"Customers are more likely to buy from a brand if it offers them exciting experiences and impressions."

Gain customer feedback

With extra time on our hands now is the perfect time to reach out to your customers to gain feedback on your products or services. Customers are valuing local businesses more than ever before, and are more likely to take time to share their feedback on your business, including offering their thoughts on what improvements they may like to see. Perhaps you can expand your product or service offerings, introduce a loyalty programme or offer online demonstrations.

Build partnerships with other businesses

Now could be the perfect time to join a local networking event. Events are still being held online and businesses are gravitating towards local networking opportunities. Partnerships you may never have previously considered could be invaluable to your business. Networking events are a great platform to promote you and your business, by using your network to help others and vice versa. This could lead to more customers and also mutual beneficial partnerships could be communicated to your customer base to enhance your product or service offering.


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