Steve Rapier Shares with Spectrum Business Insights on How Businesses Can Win Back Customers Post-Crisis
As California begins to relax stay-at-home orders and businesses reopen, many business owners are faced with the challenge of re-engaging customers. As a result of the state sheltering-in-place, consumers have shifted their purchasing habits. In addition, consumers and businesses are now facing financial strains, creating a reluctance to spend money. Businesses will now have to shift marketing practices from attracting new customers to a more focused marketing plan to bring back their past customers. Spectrum Business Insights interviewed Steve Rapier, assistant faculty of Marketing, to share how businesses can keep customers loyal in this tough environment.
Fortunately, there is good news. Many consumers are likely to return to companies they have done business with before the pandemic. “People who are recovering from a crisis prefer the status quo. They’re less inclined to take risks [on companies they are unfamiliar with],” says Steve Rapier. However, it's important for businesses to not take past customers for granted. A business slowdown is an opportunity to keep in touch with past customers and offer more personalized attention. Read more.