One of the biggest challenges for companies in The importance of retaining the current context is attracting new customers. And it’s easy to see why. Many are still closed, while others will never reopen. Investments are now lower, and business owners are waiting to see what will happen in the coming months, as the pandemic could slow down or worsen at any moment. And in this uncertain scenario, companies will have to turn to those who have always helped them: their current customers. If it was already essential to have a strategy to retain customers before the virus indirectly “attacked” the economy, it is even more so now.
Mark your presence
One of the first things to do with customers is to let them know that the company is still operating . Many companies that have temporarily closed and not informed mobile phone number data updated 2025 their customers will lose the vast majority of them, because when they reopen, those customers will have already sought out the competition to satisfy their needs.
>On the other hand, it is essential to inform how the company is operating: whether it maintains face-to-face service, available communication channels, availability of products/services, opening hours, measures taken to receive customers, among other relevant information.
Feel the needs of customers
Never has personalized contact with customers been so important. For those in Business to Business, companies must never forget that they are two sides of the a multi-platform feature for smbs same coin, that is, the crisis affects both of them. Therefore, contacting customers, understanding their main difficulties, reassuring them. Showing them that there is a partner willing to help will strengthen the connection and loyalty. At the same time, this contact can serve to find out how your own customers are organizing themselves and draw conclusions that can be used internally.
The information collected from the customer portfolio will also allow the adjustment. The entire strategy outlined for 2020, allowing others to be implemented that are more appropriate to the context.
Financial aspect, what to do?
In the current scenario, this is perhaps the most sensitive issue in customer relations. If the company that sells is in difficulty, the company that buys is probably in difficulty too. This means that payment terms may have to be adjusted. Being inflexible in terms of terms, just because the company database d that wants to receive the payment is suffering from cash flow problems. Can affect customer loyalty, as the other party may have the same problem. The ideal would be to reach an agreement on payment terms, customer by customer. Where both parties give in and reach a compromise that benefits both parties. The customer will not forget this situation and will know that they. Can always count on that company, not as a mere supplier, but as a partner for their business.
Truth above all
Delivery times, product availability and quality. These are three areas where companies must be clear with their customers. If it is not possible to maintain the conditions that existed before the pandemic, contact them and inform them of the new conditions. This will certainly increase the company’s credibility and strengthen relationships. Omitting or even providing false information is synonymous with losing credibility, as well as customers themselves.
>Despite the less favorable scenario that most companies are experiencing, this may also be the time to reformulate the way you relate to customers and even strengthen relationships.
