The #YQGStandsStrong Video Series is a profile on local businesses – and how they pivoted their operations during the height of the pandemic to stay successful.

Check out the video below profiling WIFF Under The Stars, as well as a take away moment that you may be able to adapt to your business operations moving forward.

Click here to view the entire video series.

The Importance of Listening To Customers

We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives. When things return to normality consumers will remember positively the businesses that were helpful and supportive in their times of need – and won’t forget those companies that didn’t provide the experience they expected and required.

  • Give Customers A Voice

Let them tell you, in their own words, what they think and what matters the most. Use qualitative data – the words they use to free-text survey responses.

  • Match Your Surveys To Customer Needs and Expectations

When things return to normality consumers will remember positively the businesses that were helpful and supportive in their times of need – and won’t forget those companies that didn’t provide the experience they expected and required. Adapt your existing outreach programs to make sure that  they capture the emotions and show that you want to understand and act on how consumers feel.

  • Identify The Areas For A Better Experience

Digital channels were already central to how customers interacted with companies – but the travel restrictions imposed around the world mean they are now even more vital. It might be something as technically small as tweaking a step in the order process to show people delivery dates upfront or adding further information to your website to reassure consumers about how you will help.

Source (and full article): eptica.com

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