How to Return to a ‘New Normal’
As businesses start opening their doors, customers and employees alike are bracing themselves to learn new best practices. They’re uncertain about the way interactions will go in the short term, and they’re fearful about how long this new normal will last.
So how does a company move through this time and create the best environment for customers and employees alike?
Here are four tips for returning to a new normal:
Keep leaning into technology.
Throughout the pandemic, businesses have embraced technology and a virtual experience because they want to be able to connect with their customers—by any means necessary.
Just because you can open your physical doors again (with stipulations), that doesn’t mean you should throw aside all the ways you adapted during the height of the crisis.
Even though there is still a lot of uncertainty, you can choose to embrace some aspects of this era by viewing your recent adaptability as a good thing and digging into ways you can keep improving.
Dive into the human connection.
One of the positive things to come out of COVID-19 is the more human aspects of conversations we’re having with everyone. Most meetings now start with a genuine, “How are you doing?” And more people seem ready to lend a helping hand if they can. We also have a deeper understanding that we don’t know what the person on the other end of the line is going through (which is a good thing).
We’re all in the business of making our customers happy because we want them to keep being our customers. And the pandemic emphasizes the fact that we’re all human. So when you’re on a call with a customer, embrace the extra five minutes you spend on the call to hear what the person on the other end is dealing with.
Check in with your marketing campaigns.
Too many companies are hitting pause on their marketing—in the hopes they’ll be able to revitalize their previous marketing strategy within a few weeks. But this strategy is providing a false sense of hope for two reasons:
-We don’t know when (or if) things will return “to normal.” So if you’re waiting for a magic switch to flip that will allow you to turn your previous automated campaigns back on, you’ll be waiting for a long time… if not forever.
-COVID-19 has changed the game for everyone in some way. So there’s a good chance that the marketing messaging you had pre-pandemic may not work anymore.
Maybe you feel like your pre-pandemic self because you’re back in the office and have a reason to put real pants on. Nevertheless, we can’t just ignore what’s going on.
For instance, throughout the entire pandemic, I’ve received automated emails for things to do this summer. Ads for clothing to wear to a concert or outdoor equipment must haves for my next big party just frustrated me. There was never a pause on these campaigns, which can lead to unsuccessful and potentially insensitive campaigns. As some activities start to open, we have the option to look at the messaging on our previous marketing and adapt it needed.
Don’t be afraid to ask for help.
It can be challenging to admit that you need a little assistance now and again. You may have quickly adapted because you had to. But now that you’ve had a chance to breathe, you’re not sure which resources you need long-term and which ones you need to change.
Don’t be afraid to ask your vendors and technology partners for their advice and assistance. Whatever your new normal is, they are there for you through any transitioning.
We want to let all our customers know that we are here for you throughout this time of uncertainty— and beyond.
If you need help with your technology or want to add any functionality, contact us today!
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