Just when you think you’ve gotten a handle on things, they change. If we’ve learned anything from 2020, it’s to be prepared for the unexpected. When thinking about reopening, there is no script to follow. But, one thing we know for sure is that it’s all about the customer.
Keeping them, pivoting to meet new demands, building relationships, and communicating clearly can help to push through this hard time. Here are three ways to help make the most of your reopening.
1. Ensure a stellar customer experience. It’s not just about what you’re selling or providing; it’s how you do it – the entire customer experience.
A memorable customer experience often gets talked about, which can help drive growth and revenue. Conversely, a poor customer experience can be detrimental to your business. With social media, everyone has access to broadcasting their thoughts, so the connections you make are important.
Put yourselves in the shoes of your customer, and make sure that you are providing them with the most convenient and pleasant customer service experience you are able to provide. You want them to know they will be safe and cared for, from the time they walk in the door to checkout.
2. Take advantage of meaningful partnerships. When you take the time to build meaningful relationships with customers, you can leverage those relationships to garner incremental business.
Consider offering loyalty incentives, such as a punch card to drive repeat business, or refer-a-friend opportunities, to encourage customers to keep coming back and spread their love for your business with their family and friends. One of the best forms of marketing is word-of- mouth, so encourage customers to share positive experiences and, more importantly give them something exciting to talk about.
One thing we’re doing at American Express is encouraging consumers to Shop Small by offering complimentary resources to small businesses. Learn more here.
3. Step outside. Get out and explore your surroundings! What do you love about your favorite shops and services from other businesses? What new technologies are popping up that have changed the way you connect with your favorite businesses? Be inspired by stepping out into the world and bringing the best of it all back into your business.
Many times, it pays to connect with other local businesses and learn from one another. The majority of businesses are facing the same challenges as you, and it helps to get other perspectives when deciding on things like how to communicate new hours to keep in touch with customers.
