Customer Relations After Lockdown
The longer that we lean on digital resources for operating with even relative functionality, the greater impact these resources will have on our future operations.
The way we have engaged with and communicate to customers has changed drastically during the time of lockdown. The longer that we lean on digital resources for operating with even relative functionality, the greater impact these resources will have on our future operations. But like most of us, customers are feeling fatigued by this constant need to correspond in a less-physical world.
Many surveys of customer service during the recent lockdown have indicated that there is a high level of appreciation for the many web-based resources that have helped keep us connected. Most demographic groups have found that technology has been critical to their ability to succeed throughout the pandemic, and this bridges age, socioeconomic status, or education (Pew Research Center). But as our reliance on the digital space persists, most in a customer service setting more greatly anticipate a return to in-person connectivity.
Now is the time to find a balance for a post-COVID business world. Customers have been introduced to technology as a means of business-to-business adaptation and that knowledge can be harnessed for future success. But customers are also wary of continuing in a strictly digital relationship setting. One thing that most have been able to agree on is that even as valuable as the digital connections have been, they cannot make up for in-person relationships that are so vital to business development.
So, what balance works best?
For most customer groups, the answer continues to be that while they find digital connectivity ideal as a means of continuing relationships, it is not conducive for the development of new business relationships or as a means of growing a partnership. This means that as more opportunities arise for personal service, the time should be taken to connect personally.
There is another consideration in the present evolution of customer service and that is customer preference. There are going to be some that are more resistant to the idea of connecting in person, at least for a while. Extra care and consideration of customer needs should continue to be an utmost priority especially as customer relations are going to be a delicate balance for some time.
At AIM we provide a comprehensive portfolio of sales tools and marketing resources to support you through both digital and face-to-face customer relations.
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