In the face of the Covid-19 virus, it is difficult for companies to know which strategy makes sense in terms of progress and growth. But the pandemic has not slowed the transition to digital – in fact, it has accelerated the transition to digital.
1. Improve and expand self-service
Customers will likely become more comfortable with self-service during the rest of the pandemic and will get used to it after the virus is gone. To accommodate this increasing demand, reorganize your operations and processes to provide a simpler and smoother experience.
Your system should allow buyers to search, select, purchase products or services, and return or exchange them at the touch of a button. Trusting customers to monitor their own accounts in these ways, while a one-on-one service is still available, will help build the trusting relationship you want with them.
2. Integrate long-term contactless payments
Contactless payments take root in less developed markets and are reinforced in more mature markets. This method is 10 times faster than other payment options. 74 percent of respondents to the Mastercard Contactless Consumer Polling said they will continue to use the contactless method even after the pandemic is over.
By changing your payment system to accommodate touchless payments, you will ease current anxiety (which will encourage people to stay brand loyal) and ensure they have better experiences in the future.
3. Create an application
Custom applications are beneficial for both buyers and businesses. Having an app comes standard is like having a great website. However, as Covid-19 continues to run rampant, apps are becoming a more important medium between buyers and business owners. Mobile app usage increased 40 percent year-on-year during the second quarter of 2020, with downloads reaching nearly 35 million.
4. Compare yourself to competitors before the customer does
The ability to make price comparisons or visit multiple competitors is already an established consumer shopping behavior. However, as the pandemic continues, shoppers are cautious about shopping.
So do your customers a favor and do previous comparisons to add value to your offering. In addition to providing competitive prices, take advantage of your technology to get new customers and develop your brand and offer to accommodate demand during pandemic and post-pandemic times.
5. Rethink digital customer engagement
The need to communicate with your customers doesn’t stop just because of a virus. You still have to figure out how customer behavior is changing and how quickly you can adapt to that change. However, since customers are often unable to engage with the business directly, your communications should turn more online.
To get started, create a survey and work with experts to identify ways to stay connected with customers via the Internet to understand their priorities. Improve your virtual experience and try to accommodate shoppers with less face-to-face, linking digital experiences to your physical experiences, and building real communities with more interactive activities.
This preparation will make you better prepared to accommodate the increased digital engagement that will definitely be present in the post-COVID-19 world.
