Last week I studied Zoom so I could offer an intelligent idea on how to virtually deliver customer service training for a new client. Several years ago I conducted an entire customer service series on-line for the University of Nebraska, but someone else handled the technical side.
Thankfully, Zoom makes it easy to interact with people. The same for social media. Both offer you great assistance in building and maintaining customer connections during this pandemic. How important is that? Consider this:
Connecting is about building community, and community IS the new content that offers value to our customers.
How can you use that idea during this time?
Tell your story. Use Zoom, or Facetime, or other apps to keep your customers current on your story. Show customers your products, especially new products they likely haven’t seen with the pandemic. This one-on-one experience may be time consuming and thus saved for your very best customers. You could feature people with great experience as well as new employees who can’t wait for life to return to normal. If your employees are shy, you can do this by simply walking around and introducing staff along with products.
Educate your customers. You could offer a Facebook Live session to educate your customers by showcasing what’s new. Greenhouses, for example, could show what they’ve been growing, the status of the greenhouses, new plants, staff, etc. Non-profits could show the need for supplies and how they are serving those in need. People are looking for positive messaging on social media, and with your audience, you have tremendous opportunity to deliver in ways that connects with their hearts.
Bonus idea: I believe you could get some serious media coverage for offering this kind of program on social media. Local media is showing tons of good will efforts like this. Yours could be next!
If you like this idea and just need some brainstorming time to make it work, email me at firstname.lastname@example.org.
Remember: You’ve got a community of customers. Connecting with them builds customers for life because they know you care, and that never gets old.
Dee Dee has helped create and coach "customer care" programs and cultures for healthcare, government, travel, financial services, plumbing, retail, publishing, automotive and entire communities.