7 Strategies for Winning Back Customers Post-Covid
What has changed and what has to change to win customers and become more profitable
By | Nicholas Leighton | www.entrepreneur.com
The global pandemic has caused major disruptions in the way businesses operate and retain customers. Challenges such as government-mandated lockdowns, supply chain issues and employee shortages are just a few of the frustrations that customers have faced over the last two years. These resulted in canceled orders, reduced purchases and moving to a competitor who could better meet their needs. The pandemic also shifted consumer buying behavior as many workers faced layoffs, remote working arrangements and changes in their commutes.
According to the Bureau of Labor Statistics, 56 percent of all businesses saw a decrease in the demand for their products and services. For some businesses like air transportation, hotels and food service, the attrition was even more severe.
Now that some light has appeared at the end of the tunnel, business owners need to focus their efforts on rebuilding their customer base. To do this, entrepreneurs and small businesses owners need to have a well-thought-out strategy. Businesses that assume customers will simply return are in for a rude awakening. Companies will need to be more proactive in their approach to improve their success at winning back the customers they lost.
1. Get customer feedback
To create a successful strategy, you need to better understand what your customers are thinking and feeling about your business. Now is the perfect time to conduct customer research and surveys. The insights from existing customers can be helpful in understanding why they stayed with your business through the pandemic. But, don’t forget to also try and get feedback from customers who left. By understanding what factors drove them away, you can better understand what it will take to win them back.
