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Customer Service Strategies in the New Normal


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As the COVID-19 crisis progressed in early 2020, several businesses altered how they interacted with their customers. The changes were immediately noticeable, including a significant move toward online shopping and delivery methods, essential safety precautions, and video consultations.


Despite the slow return to pre-pandemic norms, there is a growing sense that customers would want to continue enjoying the improvements in customer service even after the health crisis has passed. Based on a Talkdesk report, most consumers now have higher customer service expectations than they had before the pandemic. People expect improved customer experience and seamless interactions with businesses and brands.


With that in mind, let us look at five customer service strategies to build loyalty and long-lasting customer relationships even during these trying times.


Embrace digitalization

The transition to digitization has been underway for some time, but the pandemic accelerated the shift. Businesses that were previously resistant to technology are quickly adapting to virtual or hybrid events and other technology-based initiatives to meet customers where they are.


Brands should meet customers where they are—on digital channels—to maintain customer satisfaction. In this new normal, customers are increasingly relying on digital avenues to get information rather than in-person interactions.


However, having a user-friendly website or application is not enough. All experiences and services must have a completely digital counterpart. When it comes to purchases, customers want as many touch-free options as possible, such as drive-through windows, curbside pickup, and other delivery options that prioritize health, safety, and convenience.


Have a real-time pulse on customer needs and preferences

More than ever, customer service is all about listening to your customers' pain points, knowing exactly what they want, and delivering on those expectations. Your customers' expectations must be at the core of your post-pandemic strategies.


With consumers' preferences changing quickly during COVID-19, businesses must prioritize a solid feedback loop—improving how they gather, evaluate, and act on customer feedback to constantly have a pulse on customers' needs and preferences while also being able to recognize patterns. Look into all aspects of insights generation, including advanced data analytics, trends, ethnographic and empathic research, customer journey, and user behavior analysis.


Expedite the rate at which this data is analyzed and addressed. Traditionally, businesses examined data once a day or week, but this has changed significantly in an era where customers' perceptions and preferences may alter every hour. Determine the primary communication channels your consumers use, and allocate your resources there.


Leverage the power of personalized journeys

As shoppers adjust to their new post-pandemic habits, retailers will need to differentiate themselves through a personalized customer experience. Retailers should explore integrating customization into their online and offline operations as brick-and-mortar businesses start to reopen.


With more brands and options to choose from than ever before, businesses must create personalized digital experiences that offer unique end-to-end buying journeys to stand out and build customer loyalty.


The degree of personalization a business delivers is entirely dependent on its efforts to consolidate data across marketing, sales, and customer service. The data can then be utilized to get to know customers as unique individuals to provide relevant content at primary points throughout their customer journey.


For instance, you may offer customers a selection of customized products and services based on their unique buying behavior. These efforts result in an engaging consumer experience that encourages repeat business.


Keep your customers safe

In these uncertain times, trust and dependability become even more important. Customers will place a premium on how businesses respond and communicate in a consistent and empathetic manner during times of crisis. Businesses must be responsive and well-prepared to assist shoppers with everything, from product delivery to customer support.


Apart from providing an excellent customer experience, your organization's focus should be to protect your customers' health. To boost consumer confidence and loyalty, reinforce health and safety measures to guarantee that the company's products and services are virus-free.


In return, your customers would find it difficult to leave your business because you have demonstrated to them that you care, you know what they are going through, and that you will work tirelessly to meet their needs even during difficult times.


Review your marketing strategy

The pandemic has cemented what marketers already know: businesses must communicate in personalized and precise terms, addressing consumers based on their unique circumstances and interests.


Quick, effective, and relevant communication is critical to a positive customer experience. Well-targeted messaging can help your brand provide relevant information to the right audience. You can enhance customer experience by knowing your customers—what they do, their likes and dislikes, and their preferred mode of communication.


The goal of targeted messaging is to build strong customer relationships and brand loyalty. This results in reduced customer acquisition cost increased return on investment and better customer lifetime value.


Final Thoughts

As these new normal consumer behaviors turn into normal habits, businesses need to adapt to meet or exceed these different customer expectations. Consider your customers’ needs and preferences, how you can deliver exceptional customer experiences, and adjust your strategies accordingly.


Here at Concept Marketing Group, we help businesses stay on track, move in the right direction, and succeed. Check out our blog to learn more about customer service strategies and tips to keep your customers happy and drive better customer experiences.



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