How do Local Businesses Plan to Revitalize Customer Bases Post-Covid?

The UK has a potential end date for local lockdowns. This means businesses across the country are preparing to reopen for the public in a bid to return to normality. However, since the start of the pandemic companies had to alter how they communicate and serve customers. Most notably, the move to digital platforms rather than a physical site. How are businesses going to function post-Covid? 

Consumer Trends

Let’s begin by exploring consumer trends from the past year. It will not come as no surprise that Covid-19 furthered the push for e-commerce. Findings revealed that 73% of people used Direct to Consumer (D2C) e-commerce during the pandemic. There was an increase in digital transaction and fewer physical retail sites opened. Traditional channels had to close due to Covid-19. Additionally, social media played an important role in online shopping, with 48% of consumers saying they followed brands and products. 

Encourage Loyalty 

When facing so many changes and challenges – how can a business maintain its customer base? While it’s tempting to attract as much new business as possible, establishing regular clients is the key to success. Boosting customer retention rate by 5% boosts profits by as much as 95%. A loyalty program has a major impact on a business. It helps customer retention, build personal relationships, and create organic brand awareness for a company. A loyal customer is much more likely to recommend a brand they know and trust. 

Communication 

During the pandemic, the relationship between business and customer was online. This should continue during the reopening process. A company needs to communicate across multiple platforms to keep its customers in the loop. This can include letting them know the reopening schedule and when the physical site will be back in operations. It should be made clear what precautions have been taken to ensure customer safety. Businesses across the UK need to show they’re taking customer’s well-being seriously. These online channels should also be responsive to any questions or qualms from the public. 

Honest Tone 

When communicating with customers, a business needs to adopt the right tone of voice. Both in its online presence and customer service. A business should be open and transparent about its setbacks.  It’s been a challenging year and customers will understand. As long as a business is open and honest with them. A business needs to be realistic with goals and how it’s going to achieve them, rather than over-sell and under deliver. Honest communication is important for keeping a customer relationship.  

It’s been a challenging year for industries across the country. While there is still uncertainty, businesses need to be ready to help customers in whatever way they can. What do you think should be prioritised during the reopening process?