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Every change that happens to your surroundings, regardless if it is physical or virtual, influences the way your customers behave. There could be many or just a few changes to their everyday life and their whole customer journey changes.
Adapting quickly to newly created needs is what will set you apart from your competitors and it will grant you the image of a leading brand. This means more people will rely upon you and the very first decision you make in tough times.
With that, you create loyal customers who will feel safe relying on you and when tough times pass they will want to stick around and support your brand.
When the situation of a crisis turns like Covid-19, you will quickly need to elevate your eCommerce strategy and website and make sure everything works perfectly.
You might need to make adjustments to your online store and add specific features. For example, if you did not have "in stock" availability present, now you will most certainly need to.
Letting your customers know all essential information is key. If they know there are enough items in stock this will prevent them from panicking and they won't go on a hoarding spree. If hoarding spree happens, you might think "Great we sold all items.", but this will only cause you problems with restocking and backorders, and that in itself is a nightmare to repair. This also might cause your customers to go elsewhere where they will buy not only that item but all others they planned, as well.
Delivery time is just as important as location (when not in crisis). This has to become your most valued information besides availability on your online store.
If you have to place it everywhere you think it might be needed and present them with simple and clear information. Your customers depend on your delivery times and plan around them to make sure they have all they need.
In case you do not have your delivery team, partner up with delivery services you can trust and which guarantee fulfilments in a given time.
And if you can't deliver something in time, communicate that as quickly and clearly as you can to your customers. They will appreciate it.
If you weren't sure before the crisis should you expand to other target audiences now is a great time to see how they will adopt. But it is going to be a two-way street.
It is very unlikely that your online store is optimized for all age groups. You have to think about the most vurneable, too. They will most likely need a simple interface with helpers and accessibility. Giving them the same solution as to younger generations who grew up with the internet is not going to cut it.
It might be expensive to implement customer support and make changes but think of the long run. Older generations are vulnerable all the time, not only during a crisis. If they will feel safe and if they manage to overcome the technological challenges, they might start buying online from now on.
Usually, when they find something that works for them they will stick with it for a long time. That is a great way to create long-term customers and you get to solve their problem.
Follow SuperSuper CX research agency here to see valuable customer experience reports directly in your LinkedIn feed.
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