How Startups Can Keep Their Customers During the COVID-19 Crisis
In times of great uncertainty and difficulty caused by the global COVID-19 pandemic, startups may find themselves in precarious situations as external conditions beyond their control threaten to overwhelm them. Indeed, many businesses from various sectors and industries throughout the world are delaying or putting off altogether their plans for launching startups during this time of crisis. Nevertheless, existing startups can take the opportunity during this period of prolonged upheaval to reorganize their priorities and to sharpen their focus. Turbulent times can lay the foundation for long term future success, provided that startups have done the necessary preparations and made reasonable efforts to achieve their goals and vision.
The coronavirus crisis has afforded startups the opportunity to take a step back to reassess their priorities and focus. For many, this probably means keeping and retaining their clients and customers. What this entails is that startups will have to be nimble and flexible in order to adapt themselves to fulfill their customers’ needs during this time of great economic uncertainty as a result of the global coronavirus pandemic. For some, the economic difficulties caused by the pandemic means that their services or products are no longer a priority for their clients and customers. Here, constant communication is key to ensure that all involved parties are kept up to date with the latest developments. Startups should seek new ways or adopt new solutions to address their customers’ needs and concerns during this unusual crisis.
Here are some steps that startups can take to keep and retain their customers during times of crisis. First, they should prioritize the needs and welfare of their most valuable customers, particularly those that they have a long-standing and healthy relationship with. They should constantly be in touch with these customers to keep abreast of any developments as the ongoing global pandemic means that things are extremely fluid and constantly changing. Again, keeping communication channels open is vital. Startups should make the effort to listen carefully to their customers’ concerns and needs, and determine what their utmost priorities are and figure out ways or build solutions that can help them to address these issues. Since social distancing measures are now practiced worldwide, some practical methods of keeping in touch are via email, calls or videoconferencing. Startups do not have to limit themselves solely to what their products or services can offer to provide help. Even if they believe that they are incapable of providing the required assistance needed, they can still offer moral support by listening to their customers’ concerns. Startups can also be proactive and offer initiatives that can directly address their customers’ needs.
In the business world, it is very important to keep customers, and it is much easier to retain customers than to acquire new ones. As the old adage goes, a friend in need is a friend indeed. This is even more true during times of great uncertainty and upheaval such as the global COVID-19 pandemic. By showing dedication and steadfast support to their customers during times of crisis, these startups can earn long-lasting goodwill that will endure long after the pandemic is over. After all, relationships between startups and customers are at its core human relationships.
