How do you keep selling during this big-old-hot-mess and not come across as insensitive?
The key is to double down on goodwill. To create long-lasting emotional connection that will impact how your customers see you now—and long after we’ve ridden out this storm.
Over the next three posts, we’re sharing some practical tips to help you navigate these quicksands and build deeper, more solid customer loyalty.
The first step is to IDENTIFY what your customers value most right now…
- Social listening
How has the new ‘stress mindset’ changed what people say about you? Scan your social media feeds and examine comments and questions. What’s the overall sentiment? Do this regularly to help you prioritise as the crisis evolves.
- Search terms
How are people searching your website? What are they looking for specifically? Are some pages getting more visits than others? Pay attention to anomalies, trending search terms, and traffic spikes.
- Customer feedback
Why are people picking up the phone? Pull up support tickets and talk to your customer-facing teams. If you need to, proactively reach out to your customers. Use every opportunity to collect customer feedback on how you’re meeting their needs and expectations.
Taking steps to identify what your customers need now could reveal simple fixes to your processes that could massively enhance their experience with you.
In our next month, we’ll look at how to prioritise those needs so you can reassure them, reduce pain wherever possible, and serve with empathy.
SOLISCO AND SUSTAINABLE DEVELOPMENT: A HISTORY OF COMMITMENT
For Solisco, sustainable development is a value of utmost importance. Did you know that Solisco was the first Canadian printer to follow such world-renowned environmental programs as FSC and PrintReleaf?
And, when you work with us, you can also become certified by several other high-caliber environmental programs, like FSC, SFI and PEFC. They are all committed to healthy forest management while still making a social contribution and remaining economically viable. Get more information from our advisors today!
It’s hardly necessary to point it out anymore, but times have changed and many of us are working from home. Are you happy with the change? Or would you rather get back to the office as soon as possible? Regardless of which camp you’re in, this podcast will give you lots of tips to improve your productivity at home!