Maintaining a Positive Customer Experience in Times of Crisis

A Comprehensive Virtual Customer Experience Guide

Tips on Running Your Business Virtually

Stay calm: Give yourself permission to feel a little awkward with your first few interactions with customers and prospects. Know that everyone understands these are very challenging and unique times.Be positive: Maintain your tone, words and body language on the positive side. Introduce things about yourself, your family and fun things you are doing while at home.

Reassure: Let your customers know you are thinking of them and remaining available to the furthest extent possible.

Missing them: Let your customers know you are thinking of them and miss them.

Social Media

Social Media is an inexpensive and easy way to connect with your customers (and prospects). With social distancing measures in place, many people are using social media to stay in-touch with friends and family, engage with local businesses, and find ways to keep up to date on the latest news.

Keep Customers Up to Date

Unique Ways to Engage Your Community on Social Media

Whether you are an essential business still operating in some capacity or one that is completely shut down, you can still engage with customers and prospects in interesting and useful ways.

Email

Customer engagement must be intentional, scheduled, thorough and encompassing. It’s easier to engage with those who are willing, but the real win is engaging those who are disengaged. For customers who seem disengaged:

Video

Recorded: Send a daily or weekly video message to your customers via email and/or social media. Message content will depend on your industry. You can also send daily or weekly video messages to your staff – especially those who are working remotely or are furloughed.

Live: Use live video for a variety of purposes – host virtual meetings with customers (or staff) to allow them to connect or provide a real-time updates. You can also deliver pitches and consultations via private video meeting.

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