A lot happened in the last 12 months. As Covid-19 slowed and then spiked during a second wave, schools closed, companies adopted a more permanent work-from-home arrangement, and online shopping rose sharply.
But now that much of the United States is vaccinated, many customers are finding and embracing their own new normal – i.e. a hybrid of digital and in-person experiences.
As a result, businesses need to familiarize themselves with their consumers’ new preferences and pain points. And what better time to do so than Get to Know Your Customers Day?
Here are four new Get to Know Your Customers Day ideas you can use in 2021 to get up to speed on customers’ expectations for retailers and eCommerce businesses.
Send a Poll...with an Incentive
More and more customers prefer to interact with businesses online, but few are willing to give you their feedback for free. By coupling a poll with an incentive, like a discount or gift card, you can more effectively encourage customer engagement. And, more importantly, this approach will allow you to show genuine appreciation for your customers.
Host a Hybrid Event
If you live in a place with fewer restrictions and high vaccination levels, you can host a hybrid event, rather than a strictly virtual one. Not only does this allow you to connect with customers on a more personal level, but it also enables you to collect feedback from customers with different perspectives and preferences.
The trick with hybrid events is to make sure you create equally engaging and enjoyable activities and interactions for both groups – so you don’t alienate any of your shoppers.
Send a Text or Make a Call… Just to Say Thanks
If you want to build rapport and encourage open communication with your customers, not every outreach can come with an ask. Otherwise, your customers will start to feel like you see them as revenue rather than people.
Luckily, you can connect with customers on National Get to Know Your Customers Day without asking for anything. The easiest way to do so is by reaching out to say thank you. You can send a text or email, make a personal phone call, or simply roll out advertisements that do nothing but express gratitude. Regardless of how you choose to go about it, saying thank you with no strings attached will go a long way in building strong relationships with consumers.
Implement Feedback You Already Have
Even if they don’t see it in the moment, there’s no better way to give back to your customers than by implementing feedback they’ve already given you. Not only does it show your commitment to customers’ needs and desires, but it also encourages them to give you more feedback in the future.
These improvements can happen in any corner of your organization that affects your customers. You can optimize your supply chain and fulfillment processes, improve your online shopping experience, turn your customer support efforts into a full-fledged customer care program, or something else entirely.
Once you’ve made the changes they’ve requested, you can share the improvements with your customers officially, thank them for their input, and request additional feedback for other aspects of your customer experience. This will help your customers feel like valued contributors, rather than just paying customers.
While customers should always be top of mind for retail and eCommerce businesses, holidays like National Get to Know Your Customers Day are a great way to show extra appreciation for the people who keep you in business. This year, by saying thank you (no strings attached), implementing feedback you’ve already received, hosting hybrid events, and using incentives to ask for more input, you can effectively connect with customers and help them feel appreciated.