Customer retention during the crisis: 3 tips to implement in your company today

Knowing how to work on customer retention is the desire of every company, especially in moments of crisis and market fragility.

The global Covid-19 pandemic, in addition to being a public health crisis, has had a direct and severe impact on companies.

In a scenario of economic uncertainty, companies needed to adapt and respond quickly. This was true both for those who saw their sales soar due to increased demand and for those who, for the most part, are suffering from the consequences of the spread of the disease.

A lot has changed, and the way we interact with customers needs to evolve too. So, keep reading to see what can be done!

Tip 1: Understand your audience

It is known that in a period of crisis, both sides may be in difficulty. Therefore, seeking understand your target audience It's the first step to understanding your needs and acting to meet them. In this case, the company already knows that price is one of the main reasons for negotiations to decline. Therefore, it's worth creating a strategy to bring prices to the market that suit the current situation. Some examples in this case might be:

• Reduction of unnecessary expenses;
• Creation of a new line of alternative products or services with more affordable prices;
• Offer add-ons by lowest price. Example: free delivery, installation by the company, among others.

2nd Tip: Socialize

The internet has become one of the most important channels for communication and negotiation between customers and businesses. Therefore, if your company isn't yet part of this digital world, you're missing out on a significant market share. On the other hand, companies already online should focus on digital marketing strategies, as they offer excellent cost-benefit. At this stage, we recommend:

• Keep the company website updated;
• Have a corporate blog to cover topics related to the company's niche. Arouse readers' interest in learning about and doing business with the company;
• Have profiles in social media, in order to expand the communication with readers and customers, thus creating a concept with the company's brand;
• Use email marketing based on a list of contacts registered in the company's website and blog newsletter, among others.

3rd Tip: Improve management

There's a saying that you can't manage what you can't measure. This statement reflects the fact that many companies are lost in their markets, and in times of crisis, their foundations are not solid enough to overcome challenges.

Good management starts with a sound strategic planning process. Ultimately, if we don't define a clear path, our company, partners, and employees will soon be lost.

Therefore, it becomes essential to have in-depth knowledge of all aspects involving process optimization based on the following questions:

• My company has the adequate customer service?
• What do our consumers need and what problem should we help them solve?
• What kind of strategies do we have? competitors are using it to win new customers?
• How can we discover opportunities in our niche and when is the right time to invest?
• We have a team engaged and committed?

With these and other questions in mind, it's important to position the company's management appropriately to create effective strategies to promote customer attraction and retention. A great tip at this stage is to ask for help! Look for specialized consulting firms that have qualified professionals available to assist your company in its growth and market prominence.

Sources: Rockcontent and Temple