Thinking about the tips I want to share in this post about building customer relationships during these unprecedented times, I hope that you, our valued clients, partners, and prospects could give testimony of how you’ve seen Conklin Media walk these out! It’s one thing to write about it and another thing to do it.
That said, allow me to share some of the practices we’ve implemented that will, hopefully, prove valuable to you and your organization. For brevity’s sake, I’ll limit these to two main categories: “Move Quickly” and “Communicate Often.”
I think we all had a bit of paralysis during that third week in March. But shortly thereafter, the best business leaders knew changes needed to be implemented immediately! Jeffrey Hayzlett, chairman and CEO of C-Suite Network, said about the pace of change in the COVID-19 environment, “Years have become months, months have become weeks and weeks have become days.”
Have you felt this accelerated pace in your organization? Meetings to discuss meetings about customer service, and client retention best practices had to be lessened. Action had to be taken!
At Conklin Media, we made a concerted effort to contact every client within the first two weeks. Yes, by phone. Then by email. Then by social media. “Optional” client meetings became “highly recommended” with the frequency moving to the Agile recommended every three weeks. Many times, messaging in ads and websites was changed during this initial conversation.
To put a bow on this point, McKinsey put out a study showing 10 years’ worth of U.S. e-commerce growth in just three months of 2020. Has your business implemented an e-comm strategy? It’s time to move quickly.
We make it a point at Conklin Media to communicate often with our clients.
As noted in Forbes: “The research is clear: engaged customers have a virtually unbreakable bond with the company or organization that serves and communicates with them. They buy more of your goods and services. They tend to spend more per purchase. They are more tolerant of mistakes. And they sing your praises to others.”
Do you find our Growth Giants monthly newsletter helpful? We hope so! This is an example of a change we made to communicate and engage more effectively and frequently.
We also launched a five-part webinar series titled “Surviving and Thriving Amidst COVID-19.” Individual webinar titles included:
- “Should I Pivot or Stay the Course”
- “Emotional Connection in a Virtual Environment”
- “How to Rebuild Your Sales Funnel During & After COVID-19”
Moreover, we sought to be visible to a broader audience on various podcasts. In case you missed these, here are a couple:
Newsletters, webinars and podcasts are not easy to produce! They take effort to implement but are well worth the investment. Technological advancements have allowed us to speak once and then amplify that message over time and to various audiences. If you have questions about the best technologies to implement for your organization, don’t hesitate to reach out and ask.
We could not build customer relationships that last if our customers went out of business, so our tactics had to change to meet each customer’s business needs. The speed of business has increased in recent months, and the need for reassuring and confident communication to customers has never been more important.