Getting Customers Back Post-COVID

Consumers are back in the market, but many businesses are still struggling to get customers back in the door. Though people are out spending once again, the pandemic has drastically changed how they spend, and it’s crucial for businesses to figure out how to adapt to that. As we approach the end of the third year in the pandemic, everyone is desperate for a sense of normalcy, but there are many aspects of this post-COVID life that remain uncharted. Businesses must assess the latest information and reflect on what customers want now, and it won’t always be the same as what they needed before. Here’s a look at some of the directions that businesses are taking to reel their customers back in. Higher cleanliness standards It can be hard these days to assess how customers might react to health guidelines like mask mandates. In working for a local store, just this past week, I’ve had a customer thank us for staying masked, and another customer say she doesn’t want to come back until we’ve lifted the requirement. However, there are ways to accommodate the health concerns of some without ostracizing others. Online shopping and curbside orders were vital at the start of the pandemic, but keeping it up can still aid sales today. Having a user-friendly, streamlined system can encourage purchases from customers who are still on the fence about going out of the house. Additionally, adding contactless payment options can make customers feel safer about their transactions. Updated card readers that accept tap payments through services like Apple Pay are more convenient for many customers, too. Active communication Communication between a business and its customers has been paramount throughout the pandemic as we all work through issues such as supply chain disruptions, shipping delays, and price increases. It’s shown that customers really value being kept up-to-date. Now, keeping up communication through newsletters, social media, and other means is a great way to continue building and retaining a loyal customer base. Maintaining several channels of communication can help to reach a broader group of consumers. Asking for feedback is another great way to open communication as customers feel valued, and listening to what they have to say can genuinely help business; after all, they’re where the money comes from. Feedback can be collected both from current customers and those who have failed to return. Consider reaching out to past patrons to find out where you may not have met their standards, and how you can get them back. Offsetting price increases Inflation has shot up in the U.S. since the rise of COVID, and prices have increased across the board as a result. People are now more hesitant to spend their money, so give them a good reason to spend it on your business. Top-notch customer service is the best place to start. With unpredictability being a hallmark of the pandemic, customer service is something that you can control. Train employees in treating the customer right and cultivate a culture around friendliness and a positive attitude. Patrons want to see that they’re paying for good service. Incentivizing repeat business is another way to mitigate the impact of increased prices. Loyalty programs, punch cards, and exclusive deals are great ways to keep customers coming back again and again. Hosting events is one way to increase foot traffic and get customers into the store. Use events to create a buzz on social media, too. Guests can be encouraged to interact online by sharing pictures, generating more views for the business. Further, research has shown that people are happier spending money on experiences than on material goods. Though this may not seem immediately applicable to retailers, customer satisfaction can be dramatically improved by creating memorable experiences and events. I recently attended a party for the members of my local store’s rewards program. It was great for us to engage with our community and gain insight on how we can continue to improve. It strengthened our bond with our customers and hiked sales for that day. In these unprecedented times, businesses have to get creative in how they draw in customers. Consider how you might be able to apply these approaches to your business and try something new.

Getting Customers Back Post-COVID

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