We are back to lockdown and just like we saw in the first wave, businesses are now operating online. One thing covid has taught us, is that the internet is no longer a nice to have or a luxury.
The Internet is a necessity. The internet is the place where customers window shop, purchase and air out views on products and services offered by companies. Make sure you have online presence.
Unlike the earlier days where customers sneakily wrote their views on paper and dropped them into suggestion boxes hoping that no one would recognize their handwriting, today, customers take to social media to publicly appreciate and also vent their frustration.
Emergence of technology and social media has made the role of customer experience, even more profound today. Customer experience is the perception that customers have based on their interaction with your business or product.
Today, customers are more empowered. They know what they want and will not compromise. In part, it is because they have a plethora of options to choose from when it comes to product and service providers.
To keep your head above water in the sea of businesses, entrepreneurs must embrace strategies such as enhancing customer experience especially via social media as the country strives to mitigate the spread of the virus during lockdown.
Easy accessibility of services is a good place to start. Despite limitation of movement, you need to ensure that there is uninterrupted service delivery especially if you are among the businesses allowed to operate during this period.
Aware of the vitality of easy accessibility of services to customers, using digital tools, MTN created the MyMTN app which among other things houses the telecom’s different services under one roof.
One can buy all MTN Products, get access to Mobile Money statements and even get help or log a complaint using the MyMTN App. This reduces the amount of time a customer spends while trying to use MTN’s services.
In addition, understanding how to use the new innovations or products is very critical to improving a customer’s experience. I advise that you create short videos that you can run on social media, showing customers how to use a new product or service.
This helps to guide customers to understand and acquaint themselves with the workings of the new product, which will smoothen their experience when they get to use it.
In light of the harsh economic times occasioned by covid-19, I am alive to the fact that many businesses are financially constrained and might not be able to do the above. But there are also ways of enhancing customers’ experience at a cheap cost to your business.
Personalizing customers’ experience is one of them. Wishing your seasoned customers a happy birthday is a sign that you value them. Make their milestones your milestones, recognize and celebrate with them even if virtually.
I am sure you all have received a birthday message from MTN once. This is a way of showing our customers that we care. This is a very key customer experience enhancement tool especially during this period; awash with sad news dampening moods of many.
Once only a chatting vessel, social media has morphed over time to become an official communication channel for businesses which breeds loyalty and efficiency. It is important to engage with customers online by curating content specific to particular audiences.