Steps to Reconnect and Re-establish Business Relationships after COVID

The COVID-19 pandemic created a chasm between many businesses and their customers, vendors, and stakeholders. For many companies, the disruptions caused by the pandemic have set relationships back, often to square one. It certainly doesnt come as good news that both B2C and B2B customers have become less loyal to the brands and companies they once supported before the pandemic. So how can you reconnect and re-establish the bonds your business had before 2020? Here, we provide suggestions that we have observed making a positive impact on business relationships.

Be proactive; reach out

Reconnecting with customers, vendors, and stakeholders after a period of low or no communications can be a bit challenging, but there are several strategies that you can use to help make the process a bit easier. Here are a few ideas:

1. Send a personalized email or message: Reach out to your customers individually with a personalized message. Let them know that you haven't heard from them in a while, and that you've been thinking about them. This can help to show that you value their business and that you're interested in maintaining a relationship with them.
2. Offer an incentive: Give your customers a reason to come back by offering them a special deal or promotion. This can be something like a discount on their next purchase or a free service or product.
3. Ask for feedback: Reach out to your customers and ask them for feedback on their experiences with your company. This can be a great way to show that you're interested in improving your business and that you value their opinions.
4. Host an event or webinar: Host an event or webinar to reconnect with your customers and provide them with valuable information or educational content.
5. Keep them in the loop: Keep your customer informed about new products and services, upcoming events and any changes happening in your business.

A key is to be genuine, non-pushy and personalized in your approach. Building trust with customers takes time, and it's important to take small, measured steps to regain their trust and business.

Offer customers flexible payment options

Whether your company is in the B2B or B2C space, many of your customers have been strained by the pandemic and are not in the financial position they were when you last had a solid connection. Offering flexible payment options to customers is a great way to make it easier for them to return to doing business with you. Here are a few strategies that you can try:

1. Accept multiple forms of payment: Offer customers the ability to pay with a variety of payment methods, such as credit and debit cards, e-checks, electronic transfers, ACH payments and mobile payments. This will allow customers to choose the payment method that is most convenient for them.
2. Offer installment plans: Allow customers to make payments over time by offering installment plans. This can make it easier for customers to afford larger purchases and can help to increase sales.
3. Offer financing options: Partner with a financing company to offer customers financing options, such as loans or leases. This can be a great way to help customers purchase big-ticket items that they may not be able to afford outright.
4. Consider online payment gateways: Many online customers prefer to pay using online gateways. These allow you to accept payments from different countries and currencies, and also provide a secure platform for customers to make payments.
5. Flexible return and refund policy: Creating a flexible return and refund policy can also be an important factor for building trust and customer loyalty.

Offering flexible payment options can not only increase the chance of a sale but can also help build trust and customer loyalty. Be sure to comply with regulations regarding payments and keeping your customers’ data safe.

Personalize and customize the customer experience

Personalizing the customer experience is a great way to create a more positive and memorable interaction for customers and ultimately build stronger relationships with them. Here are a few strategies that you can use to personalize the customer experience:

1. Deliver an omnichannel customer experience: Since customers vary in the channels they prefer to use, from your eCommerce website to your social platforms, to calling your customer service team, make sure you’re offering a consistent experience regardless of channel. Demonstrate your business’ value by communicating through digital channels such as social media, email, and webinars, and offer valuable discounts and promotions that reward customers who connect with you across channels.
2. Gather and use customer data: Collect information about your customers, such as their name, purchase history, preferences, and interests. Use this information to tailor your interactions with them and offer personalized recommendations, discounts, and offers.
3. Utilize ERP customer service and CRM software: These tools can automatically pull up customer data when they call, email, or do business online, allowing you to personalize the interaction and address their needs more efficiently.
4. Personalized communication: Through all channels, personalize your communication with customers by using their name, recognizing their loyalty and addressing them in a friendly and personal tone.
5. Create a loyalty program: Create a loyalty program that rewards customers for repeat purchases, referrals, and engagement. Recognize customers for their loyal behavior towards your brand.
6. Offer personalized service: Train your employees to offer personalized service, whether in-store or online. Encourage employees to get to know your customers and their preferences through use of your ERP solutions, and to go the extra mile to provide them with personalized service.
7. Listen and respond to feedback: Act on feedback and suggestions given by the customers. Whether it's a complaint or a praise, use that feedback to improve the customer experience.

By personalizing the customer experience, your business can create a more positive and memorable interaction for customers and build stronger relationships with them. Be sure to test and optimize your personalization strategy over time to ensure you get the best results.

Each of these ideas help to demonstrate your company’s spirit of openness and willingness to do what it takes to restore business relationships that have gone into dormancy. Have you taken these or other steps to reconnect with customers, vendors, and stakeholders in the wake of the pandemic? Share your experiences with us on Facebook!