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Covid-19 (Corina virus) social distancing set a whole new way of living for billions of people. There are some restrictions on movement, thus shopping as well. What was true for your customers a couple of months ago is no longer valid today.
Your goal should be to see how you can maintain their quality of life during a time of quarantine and what services would overcome their restrictions.
You will have to do everything you can to give them that option.
You might be tempted to adjust your prices towards the supply and demand on the market, but that will only result in short-term gain.
Altering with prices can be complicated in times like these and would require a strategic approach. For that, you would need a very good team and a lot of data, which you won't have.
To maintain your brand's integrity on the market it is best if you keep prices as they are. With this tactic, you will not ruin your inventory and you will not seem opportunistic in hard times like these in eyes of your customers.
When it comes to discounts you have to be very careful. In industries that supply people with necessities, you have a big role and huge power. You can also influence how people will behave.
Lower prices will mean greater sales in situations like the Covid-19 pandemic, but it can cause general panic among your customers. They do not know how much is left in stock.
The second problem is when you do not pay attention to your production-inventory-demand chain. You can oversell and not being able to replenish shelves with your products. This, too, adds to the existing panic.
On the other hand, if done correctly, this can be a powerful tool to give you voice and reassure your customers you are taking care of them.
Once the crisis passes your customers will be grateful for your brand and the way you handled this situation. You will see it in sales, and your marketing channels will be able to use it for your future communication.
Another good approach is to donate to those in need or, at the very least, find solutions for those who do not have options and who are limited.
For example, in the case of Covid-19, there is a need for gloves and masks so it would be a good thing to donate to hospitals.
Also, it is not enough just to think of customers as such. You need to think of all personnel who are working and handling the crisis. Think of how you can help them, too. Maybe they are working late or simply, by the time they come everything is sold out. Make sure to keep some exclusively for those people. If those people are on the fronts, make sure to let them know you care and you have them in mind. Actions speak louder than words.
Implement Covid-19 safe delivery standards is what will keep your business afloat during the times of restrictions. Most countries at this point have closed all businesses that are brick and mortar due to safety regulations. This is why you need to find a good delivery partner who will carry out orders of your customers while maintaining the highest level of safety.
For example, Wolt.com, a Finnish company implemented takeout delivery with gloves. Meaning delivery personnel ware gloves all the time and to ensure an even higher standard of hygiene safety. They have decided to accept only contactless payments. With this, Wolt reassured customers of touching their food as least as possible and that they make no exceptions in their quality.
Follow SuperSuper CX research agency here to see valuable customer experience reports directly in your LinkedIn feed.
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