Social distancing: How to remain connected to your customers

It is a frightening time for both consumers and businesses at the moment. Using social media helps you stay socially connected to customers at a time when they are being encouraged to socially distance themselves from being out and about. Businesses may be serving customers less, they may be doing it less face to face, but that shouldn’t and doesn’t mean that you can no longer serve them. Follow our top tips to stay connected.

1) Listen first, post later
2) Think local. Follow and engage with conversations about your local area
3) Keep your customers informed
4) Monitor the conversations about Coronavirus and Covid19
5) Measure and track how people in your area are feeling
6) Share positive and inspiring content

Maybe* helps teams stay connected to local customers and to understand where they need help, what  is concerning them or frightening them. There’s some wonderfully optimistic and inspirational content out there too.  When you see it share it so you can brighten your customers’ day too.

 

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Stay positive and think local

Now is the time to connect with positive conversations and local conversations with your customers and other businesses. Being open and honest, human and personal is a stalwart of a good social media engagement strategy, but it is even more important at difficult times like these

You can use Maybe* to  listen to anything that is being said about the town or place in which you are operating. Understanding the sentiment of how people are feeling, what they need, where they need it and when they need it, will help you serve customers in today's difficult times.

Even if it's not your own business that you are recommending, helping connect someone to what they need increases your visibility and builds trust with existing and future customers. Now more than ever this really matters.

Suggestions of conversations to engage with

You could choose to listen to the conversation about Coronavirus and Covid19 in specific towns or places, or more broadly across the UK. Or we would recommend you focus on a more positive topic that you could listen and engage with the conversation about you town or the #shoplocal conversation.

Customers want to support their local businesses and protect them. Listening and engaging in the conversation about your place and shop local will help you build relationships and engage with a relevant customer base. 

 

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Understand how your customers are feeling

While listening to Coronavirus, and Covid 19 will help you understand how people are feeling, how other businesses are responding  will point you in the direction of support and advice. At a time where it may feel like you’re going it alone, remember - we’re all in the same boat on a very choppy sea.

It can be tempting in a time of scarce demand to double down on your outgoing communication. But shouting louder and more often is not going to cut through when customers are more concerned with their health and other priorities. 

Listen first, post later

When creating content, try and avoid resharing factually incorrect or unconfirmed health advice or rumours. This will not help customers or businesses. Ask yourself “is this useful to my customer?” first.

With this in mind, you may wish to consider pausing your planned marketing efforts, and instead focusing on engaging with customers and other local businesses. Listening first will help you help others. Listening first allows you to ensure your communications are relevant to who you are talking to.

Keep your customers informed

Use social media to communicate any changes to your operating hours, or any ways in which you are helping customers. Perhaps you are a small store which is offering to make deliveries, perhaps you provide a service and are extending deadlines or redemption windows. Maybe you are reducing or limiting the amount of certain products customers can buy.

This is all essential and relevant information. By communicating this information proactively, you are serving customers at a high level, reducing a hit to your customer satisfaction levels and demonstrating that you are doing all you can to retain them in the future. 


Need a hand?

Engaging in this way is our bread and butter - it's what we do everyday. But we appreciate that for many people who are new to it, engaging like this may feel a bit odd. Join us for a free webinar designed to help businesses get to grips with working remotely.  Register now

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