How Can You Get to Know Your Post- COVID-19 Consumer?

The pandemic outbreak has affected the lives of many customers. It has influenced the way they buy, think, the challenges they face daily, and the things they want most. What exactly does this mean? To understand what it means, take a look at these four incredible and tested steps.

1. Rebuild your personas.

The customer you served 6 months ago is not the same customer you’re serving now. This means you should adjust and update your persona. When you do this, your message, outreach, promotions, and branding will attract customers.

Your persona should contain the general demographic/psychographic details, characteristics, pain points, and worries of your target audience.

Holly Rollins advised; your personas should contain information that’ll make you dig deeper into the emotions of your customer and their buying behavior. They include:

• Frustrations
• Goals and aims
• Motivations
• Personality type
• Roles and responsibility
• Buying habits

The most efficient way to create your new persona information is to construct a one-on-one customer and client interview. Build your new persona from the information they give you.

2. Be active on social media.

The significance of social media during the COVID-19 situation was evident. Social media can be used to connect with your customers. Studies show that about 54% of companies have used social media for retaining customers.

Once you’ve created that one-on-one relationship with your customer, the next line of action is using social media to stay connected, keep track of them, and keep them active. For example:

• Always take note of the questions they frequently ask. What are the topics they always discuss?
• You should always hold conversations with your customers through social media by messaging them directly or in the comment section.

Always remember; the one thing consumers are always looking for in any business is authenticity. A business built around authenticity will keep the customers around for a very long time.

3. Integrate customer engagement into your culture.

Actively engaging your customers is a crucial factor in any business. What this does is to keep your customer as close to you as possible while you discuss their goals, plans, and needs. You can even ask questions like:

• How has COVID-19 affected your life and business?
• What are the things you need that’ll make your life easy?
• How can we help you achieve these goals?

This type of conversation with your customer should go beyond a one-on-one interview. This has to be built and integrated into the culture of your business.