How to maintain positive customer engagement amidst Covid 19?
Amidst COVID 19, customer engagement has become a challenging task for a majority of brands. The lack of physical brand-customer interaction has made it difficult for brands to engage with their customers. Additionally, the onus of managing business operations has further worsened the situation.
Recognizing this plight of brands, we have compiled a list of 4 key customer engagement tactics. These techniques will certainly assist you to get some positive customer engagement for your brand.
Focus on Digital Engagement: Since a digital platform is the only solution as of now, focus on creating impactful digital customer engagement. Utilize the power of social media platforms to strike a dialogue with your customers. This dialogue will help you to understand the fears, wants, needs and expectations of your customers in this crisis.
Key Takeaway: A brand’s efforts of staying connected with its customers, demonstrates a brand’s care and concern for its customer base.
Offer Extra Value-added Service: Offering extra value-added services can prove instrumental in attracting your customer base. To elaborate, telecom brand like Reliance Jio has introduced work from home data plan for its customers. Furthermore, they are also offering double data packs at the same price. Providing of such extra customer-centric benefit services in lockdown helps a brand to increase its customer engagement with improved brand visibility.
Key Takeaway: Customize your product/service in such a way that it addresses customer requirements and offers them solutions in the form of value-added service.
Share Relevant Content: Relevant content is the key to maintain the brand-customer communication. Share in the brand content that’s positive, informative and creative nature. For example, if your brand offers online food delivery then you can post videos on how your brand is practicing Covid 19 safety precautions in the process of food delivery. Likewise, you can also use various mediums like infographics, posts, blogs or DIY videos to engage with your customers.
Key Takeaway: Offering meaningful and relevant content to customers can help your brand to gain positive customer engagement. However, refrain from overdoing it.
Technology-driven Customer Support: With minimum resources at hand, concentrate on resource optimization by utilizing technology-driven customer support systems. These efficient systems will not just offer prompt support but rather they will also reduce your overall operational costs. Leverage the efficiency of systems like Chatbots and Digital Assistants to effectively offer customer support in Covid 19.
Key Takeaway: Offer robust customer support at this critical time by leveraging the use of technology-driven support systems to foster better customer engagement.
Having said that, we hope in this crucial time, the above-mentioned tactics will prove useful for your brand to maintain a positive customer engagement. Similarly, considering the present scenario, try to incorporate the values of empathy and sensitivity in your brand service.
In addition to this, keep up with your patience and positivity as things will take some time to settle down. Meanwhile, focus on strengthening your digital customer engagement as post-Covid 19, this positive customer engagement is sure to increase your brand revenue.