Ecommerce and online payments have flourished thanks to the lockdowns imposed due to Covid – 19. Many industries have already made formidable come-backs from the sabotaging impacts of the coronavirus, there have been longer lasting shifts to how we market brands, interact with customers and run business.
More than 99% of all businesses are small businesses, and they employ a major workforce. So if you are a small entrepreneur who wants to not just survive, but potentially thrive and grow your company over the next year and beyond, you will need to adapt new techniques and digital marketing strategies to your business model to fit with consumer behavior in this “new normal.”
Behavioural changes of customer base brought by Covid 19 pandemic
1. People are spending more time online than ever before
2.Events and networking have moved online
3.People use social media for business and for pleasure
4.The digital economy is booming
5.Online Study or Virtual Classroom is new normal
6.Online release of movies
7.People spend more time in videos than articles
8.Purchasing is faster
9.Adoption of home delivery system
The best way of finding out what your customers need, is to ask them! Conducting market research, surveys, social media polls and customer feedback will mean you can analyse comments and attitudes and prepare yourself to make changes accordingly.
If you are a consumer goods retailer or wholesaler, people need not spend much time at the shops or showrooms and they will deliberately complete the shopping as soon as possible. Any product seller will face this problem. Even fish, vegetables and cooked food are online now! So every seller must be aware about the speed of purchasing – a change induced in the consumer behaviour – by customers.
Best way to cope with the behavioural change of the customers is to advertise your products and services online. A detailed website with the products in your supermarket and their positions in the rack will very much help the customers. If customers can order online and pay online, then the winnability of a business expands.
Focus on improving clarity, visibility and generating online leads
At a time like this, when a digital marketing strategy with a multi-channel focus is paramount. E-Commerce is a day to day life experience now. Any business, whether small or big, which is not using technology to improve the customer experience is going to lose eventually.
Before coming to you, if a customer has been given enough clarification about the products and services offered by you, the customer will be very much pleased and save precious time for both seller and customer. Sometimes a customer is looking for a product which is not with you, he or she must know that the product is not in the shop or unserviceable before coming to your shop. Clarity in services is a big deal in this era as it saves the precious time of customers. This is very much important for customer retention.
Customer enquiry systems like tele callers, emails, WhatsApp, chat windows or any other communication system require punctuality and high-speed. People believe more on testimonials of honest persons. Star ratings and testimonials help to bring more online leads. Businesses should focus on such awareness campaigns in the internet world.
Chatbots to interact with customers
For a faster remedy, now we use Artificial Intelligence enabled chatbots. AI Chatbots have personalized and persistent messaging-based experiences across a large and ever-expanding diversity of conversational surfaces. Ai chatbots that help you increase sales & reduce customer support cost.