Prioritizing Customers During this Trying Times

by Dave | Blog


“Everything has changed”. The famous catch phrase of an American President has come to life. The “Normal” that we all know, now feels obsolete, and a “New Normal” took its rightful place.

Now that everything has turned upside down, how do we cope as businesses? Our main job is to understand our customers; their wants, needs, behaviors, and the like. Here are some tips that you can use to keep your customers at the center of your businesses as we try to adapt to the “New World” that we are living in.

  • Embrace change. The first step to everything that we do is to accept that everything won’t be the same for a long time. The more we deny our current situation, the harder it is for us to move forward.
  • Assess impact on customers first. As much as we want to consider how to deal with the business, that should not be the first thing on you mind. Instead, think of your customers and their needs. How can they access your services during these trying times.
  • Make an early action. Speed is key to times like these. We need to act fast, not only for frontliners who fight this pandemic but for us businesses as well. Keep an eye on current events and be proactive as to how the situation goes. Making decisions ahead of time can give you an edge over the situation.
  • Communicate. You customers need to know that you are there, that you are not trapped in a corner, instead, you are proactively moving forward with the business even with the current situation to make them feel that your service is not affected.
  • Understand what has changed and rethink everything. Once you’re done with the initial steps in taking care of your customers, it is time to plan out what is next for your business. Keep in mind your customer’s behavior and needs. These should influence your decision on how to move forward. Think of what has changed, for example, an increase in video conferencing app usage should give you and idea to what direction you should go, or that alot of events are now cancelled, if your service are more inclined to that, you should consider virtual alternatives.
  • Anticipate questions. Now that you have an idea where things might go, try to visualize everything from a customer’s perspective. What might they not understand? What might they ask you? Consider these to know further where you will go.
  • Give them what they need automatically. Once that you have proactively prepared yourself with things that they might ask, instead of waiting for them to ask it, put them in motion and give it to them readily. In case that you miss something, as you cannot predict all possible issues, offer them a way out, like an avenue to contact you personally or a knowledgebase that could give them more ideas.
  • Be human. And of course, when customers reach out, stay human. Be human. Don’t sound like an automated message answering their inquiries. Add more character to your replies and include compassion. This way, your customers will feel more connected with you and your brand.

ActiveCampaign Automation to Promote Customer Retention

Making sure your customers return is important, especially now. Remember that it costs more to make a new customer that to keep an existing one and there is a higher chance of selling your product to an existing customer than that to a new one. But how can we attract new customers while keeping old ones while keeping up with everything that is happening today?

Worry not because automations can help you with that.

Automations can help you with a lot of things; it can help you have an updated customer data, it can help you track purchase behavior, and a lot more. Automations are one of the most powerful features that ActiveCampaign can give you. To help you out with keeping your customers, here are automation ideas that you can create:

  1. Reward system for your top customers using loyalty programs.
  2. Win back lapsed customers
  3. Send personalized upsell or cross-sell campaigns
  4. Act based on your customer feedback

These ideas are effective in making sure that your customers return. If you wish to implement these ideas in your automations, but clueless on how to build the triggers and elements of the automations, we can help you. You can purchase an integration or an hourly package so our developers can help you in setting up with your desired automation.

If you are not an ActiveCampaign user and you are interested in joining the growing community of ActiveCampaign users, you can visit their website and make a purchase. If you need assistance as a new user, we can help you as well.

Google Meet now FREE to Use

Good news everyone, Google just announced that as of April 29, 2020, they are making Google Meet, a premium video conferencing product, free for everyone. The availability of the said app will be rolling up in the coming weeks.

Meet is a secure and reliable video conferencing solution trusted by schools, governments and enterprises around the world.

According to Google, “Starting in early May, anyone with an email address can sign up for Meet and enjoy many of the same features available to our business and education users, such as simple scheduling and screen sharing, real-time captions, and layouts that adapt to your preference, including an expanded tiled view. So beginning next week, we’ll be gradually expanding its availability to more and more people over the following weeks. This means you might not be able to create meetings at right away, but you can sign up to be notified when it’s available.”