Previously, I shared my thoughts on how the current situation has already seen changes in relation to the day to day interaction and engagement of internal teams and employees, and as a leader, how you can ensure accountability, well-being and motivation of your staff. So, for a change of pace, I wanted to turn my attention to customers.
You see the pre-COVID and post-COVID
customer are two very different kinds of people. What used to work, might not
anymore. And what was once acceptable, will be to your company’s detriment.
Customers are on the right side of
the supply and demand seesaw. They are the ones who will determine which
companies succeed and which won’t. And it won’t necessarily come down to price,
or even which company has the best product (even though those factors remain
important of course).
The power will be in the customer’s
hand (or wallet) and it will all come down to service.
Customers will remember not only how
efficient you were but crucially they’ll remember that you cared.
It has never been more critical to
make your customer the centre of what you do. The future business landscape is
uncertain for so many organisations and having a clear and open communication
channel with your customers will set you aside from your competition,
especially when things get ‘back to normal.’ (Yep I am probably just as sick of
using that term as much as you are!)
Customer service and customer
communication will look different for each company. For some, the pandemic
might have meant that your usual products and services are temporarily
unavailable. For others, it might mean you’ve had to increase capacity because
what you’re selling is suddenly in high demand (PPE and hand sanitiser for
A lot of companies are relying too
heavily on non-compliant and hard-to-track communication models such as
Whatsapp groups. Of course, this type of innovation has its place but in the
long run, it will be the companies who set up and maintain proper and
consistent communication with their customers that will successfully ride this
tide. There is also the compliance and audit trail issues to consider when we
rely too heavily on these non-secure communication methods.
At Boombirds we recognise that people are not as available on the phone, have overloaded inboxes, and face-to-face meetings are out for now, so we are helping organisations to ensure:
1. Contact-free deliveries / field
services (if they are still able to operate)
2. Clear and concise updates on
services amidst the current information overload
3. Customers can receive periodical
or ad-hoc updates on their delivery (physical or otherwise) by email, SMS or
4. Photos, proof of service
delivery or other docs are shared easily and securely to convey immediate context
and audit trail
5. An extra level of engagement is created with customers to make announcements, collect feedback, or receive acknowledgements
You know that your customers should not be the ones losing out during these uncertain times. Now, more than ever, your customers need to be firmly at the centre of your operations, as they will remember where you were when they needed you most.