Lesson No 53: Delighting Customers In Times Of Crisis

The Queen of Hearts: The Confessions of An ‘Accidental’ Leader

I didn’t purpose to be in the space that I find myself in. God plucked me from the path that I had set out for myself & set me on an alternative journey. At the start it all appeared somewhat ‘accidental’ but I know now that it was no accident, rather His design, His purpose for my life…

So now that I am here, these are my confessions…the lessons I am learning about being a woman in business, building an empire, one brick at a time…

“It takes months to find a customer, and seconds to lose one”
~ Vince Lombardi

In this season of stress & uncertainty, we know that as feelings escalate, it’s time for more Emotional Intelligence. Now more than ever, customer experience is job #1. Businesses that focus on retaining customers & building loyalty are the ones that will survive & thrive in this uncertain climate

Emotions are running rampant as the coronavirus epidemic accelerates. A global, novel virus that keeps us contained in our homes—maybe for months—is already reorienting our relationship to government, to the outside world, to each other and with our customers. 

It’s hard, but it’s also critical to keep the momentum going, even when there’s undeniable friction all around.  

Continuing to delight customers during a time that seems anything but delightful may require a slight shift in your tactics, but doing so can show you care and maintain your clients’ loyalties.

So how can you remain connected to your customer?

Tip #1: KYC

You need to know your customer at 3-levels 

Industry – how have they been affected as an industry? Are things at a standstill, or are they one of those industries where business is booming?

Organisation – how is the company doing? What are they doing in this season on COVID?

Individual – what is your customer going through? How has the pandemic influenced THEM, specifically, how are they feeling? As an individual. CEO’s, leaders of teams, business owners are finding themselves burdened under the weight of the decisions that they are being forced to make. And many do not have a listening ear. Someone who won’t judge them for what they are feeling.

Tip #2: LYC

During a crisis, businesses will cut costs. That’s how it goes when uncertain times are ahead. Whilst your KEY CUSTOMERS may not have money to spend, this is the time to delight them. Go all in on customer experience – leave your customers with warm feelings about your brand

Lead with EQ not competence. Try to be part of the solution to their crisis. And this applies to customers who are currently buying from you as well as those who have put you on hold. 

Your most pressing question should be, “How do I support my customers right now in a meaningful, human, and relevant way?”  What you do now, during the crisis & how you interact with clients & prospects now – will have a profound impact on your relationship going forward 

Tip #3: Humanise The Digital

Companies typically encounter customers on multiple channels and the focus is efficiency. Now – The in the time of COVID-19, it’s no longer good enough to just make those experiences simple and efficient. You must be more human across those virtual channels, too, because people can’t get that touch in other ways.  

So ask yourself how you can embed human interactions, be honest with your customers about what’s changed, and surprise them with unexpected, caring gestures.

Now more than ever, customer experience is job #1.  

Your most important stakeholder right now is a human being who is feeling uncertain & disconnected, and suddenly needs a new customer experience (CX). Your number 1 priority therefore, shouldn’t be market share or even driving sales. Your most pressing question should be, “How do I support my customers right now in a meaningful, human, and relevant way?”

If you would like support to help you delight your customers, send me an email.

Stay safe.

With Love,

The Queen Of Hearts 
Mucha Mlingo
| Six Seconds EQ Practitioner | Master Trainer & Facilitator |
| Award Winning International Keynote Speaker | 

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