While this is a difficult time for everyone, the show must go on, and that means key changes in many different models to keep up with the times.

On a positive hand, a large majority of workers have switched to online remote work to still allow businesses to grow and thrive even without a physical presence. 

In turn, while many Americans are staying safely at home, they are still consuming content, still buying products they need and want, and still engaging directly with the companies and brands that they rely on most.

From a business standpoint, a lot of things are changing in the way they go about business and continue to market to their customers. And a lot of ethical questions arise too about continuing to market products or services, and how best to support their customers and community during this time.

In this short guide, we’ll be touching on the areas of increased importance in the COVID-19 era, and tips you can implement to your strategy for improved communication and overall customer experience.

Optimize Your Mobile Experience

Everyone is on their phones now, a lot more. 

While it can be scary to check your screen time reports (Thanks Apple, for those cheery weekly reminders), there’s no doubt that people (and your customers) are spending a lot more time on their phones and other devices.

The global trends are quite clear, with reports that 70% of people worldwide are using their phones more, and an even higher increase of 80% for the Millenial and Gen Z demographics. 

With that being said, it’s not a surprise that many businesses have turned to reevaluate and optimize their mobile experience. Whether you run an eCommerce business, sell services or information, it’s crucial to keep in mind that the majority of first-time (and returning customers) will be interacting with your website and pages on their phone.

Even little adjustments to your website to make them more mobile-friendly can have a big impact on customer experience and eventually, your conversions. 

Some easy tips to implement include:

  • Slim down your website, remove any bulky images or unnecessary graphics to deliver a clean, concise mobile experience
  • If possible, try to get the most important information all on one page, ideally, your home page, as people are less likely to navigate to other pages while on their phones
  • Consider your advertisements and other promotional material, how do they look on a sized down screen? 

Focus on Social Media Channels

While we’re discussing optimizing your mobile experience, it would be silly not to touch on one of the biggest activities people participate in on their phones — social media.

This is also one of the key ways that customers are currently finding brands, communicating with them, and now even purchasing thanks to direct buy from app options on platforms like Instagram and Facebook.

If you haven’t already — now is the perfect time to re-evaluate your social media strategy. Even if your business isn’t operating as usual, like many are, your social media platforms are still a great way to communicate with your customers and keep them updated.

Some helpful social media tips for engaging with your audience during this time include:

  • Post regular updates. Don’t keep your customers in the dark regarding product or service changes, shipping times, or other general customer support questions
  • Actually engage with your followers! If you don’t have a dedicated social media manager, split up the time between team members to be sure that all comments, DM’s and questions are being noticed and responded to in a timely manner.
  • Content, content, content! The one thing that brands should be doing a lot more of during this time is producing and sharing content, as it directly correlates to engagement and conversions.

Update Your Models

Now, we know that every business has a different model, and whether or not yours has been directly affected by the changes going on in the world, it’s a good idea to take a step back and look at how your offerings are perceived to your customers.

For example, many physical businesses like gyms and personal trainers are switching to online courses and live classes to still provide their services and engage with their customers.

Restaurants and food prep businesses are offering takeout, delivery, and engaging with their customers online through live cooking lessons, recipes, and more.

No matter your business or your model, be considerate about your customer’s new circumstances and brainstorm creative and effective ways to continue to provide value.

Be Compassionate, Be Human

Lastly, but perhaps the most important tip in this list — is a reminder to be compassionate and human, not only to your customers but to your employees as well.

This is a difficult time for everyone, and everyone is still adapting and trying to adjust to this new normal.

It’s so so important that both your employees and customers know that you are here for them, and are willing to be as transparent and flexible as possible when it comes to any person or business issues that arise. 

Be a real human in all of your messaging and try not to hide behind the guise that everything is exactly the same, your audience will recognize that and will only increase the trust and credibility associated with your brand during this time, and after this is all over.

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