If you want to successfully drive consumers to your multi-location brand during reopening, it is a must to create local social campaigns on your local social profiles. Here are important pieces of information to share with your local community:
- Exact dates and times of reopening
- Updated business hours
- Capacity availabilities
- New services or products
- New guidelines, safety policies, or procedures
In addition to sharing this important information, make sure to get creative! As mentioned before, your competitors will be trying to get your target audience’s attention. Getting creative will help you stand out among your competitors and attract new customers. Create specials, deals, promotions, contests, giveaways, and more. This will keep your audience engaged and get them excited to return to your store.
Respond to Google Q&A and Reviews
Proactively responding to customer feedback is an integral part of a great customer experience, especially during reopening. Responding to reviews during reopening will show customers you care and provide a chance to address negative feedback. In addition, many customers will be asking several questions on your Google Q&A. Since anyone can answer questions on Google Q&A, it’s essential to provide a brand-verified response first to avoid misinformation.
Reviews and Google Q&A will be one of the first stops your customers will make to get more insight into a business or provide direct feedback. As your store reopens, it’s critical for your brand to review this information to see if there are areas of improvement to be made during reopening. Although reopening your business is an exciting time, you’re also prone to making more mistakes and changes that can affect the customer experience. Maybe your customers thought wait times were too long or your business’s new guidelines created a less than smooth purchasing experience. Whatever the issue is, monitoring all customer feedback will help you quickly resolve any issues or make improvements.
Check On Your Omnichannel Experiences
In an effort to keep up with COVID-19, nearly all businesses have implemented omnichannel experiences such as contactless payment services, buy online pick up in store (BOPUS), and more. For example, many restaurant brands had to adapt their dine-in experience with contactless deliveries – but services like these may not be as necessary once restrictions are lifted. It’s important to think about whether these services were efficient or came with problems.
Unfortunately, the harsh reality is that many of these omnichannel investments may not result in the seamless shopping experience brands are hoping for. The addition of omnichannel services comes along with challenges such as poor mobile experiences, inconsistent service capabilities, and other issues. Now is a good time to take a look at your omnichannel investments to see what services truly are helping to create an exceptional experience, and which services are not delivering like you had hoped.
Reviews are a great source of insight when it comes to identifying how customers feel about your omnichannel services. You can check through your reviews to see if any customers are discussing issues with your omnichannel experiences, whether it’s issues about service delays or problems ordering through your mobile app. With our Pulse offering, your brand can easily scan through thousands of reviews to get instant insight on any of your omnichannel experiences. Our tool allows you to filter through reviews with common keywords such as “long wait times” or “poor service” to identify any missing gaps in your customer experience. Checking on these omnichannel experiences will help your brand know what services will keep customers happiest throughout your reopening and in the future.
Taking the time to communicate with customers and provide accurate business information will help your business go a long way in reopening successfully. These steps will ensure that consumers will have a great experience with your business and encourage them to visit your business. If you’d like to see how we can help your business optimize your reputation management and local SEO strategy in preparation for reopening, we are here to help.