How Businesses Can Rethink Customer Engagement

The pandemic has changed nearly everything about the way companies do business. The ebb and flow of social distancing measures means small businesses can’t always connect with their customers the way they used to. But as businesses have found their footing this year and changed processes from end to end, they’re now looking for ways to pivot to what comes next.

Small business owners are reimagining the ways they connect with customers, tapping technology in a small business environment that’s gone increasingly virtual. And this trend is expected to hold as businesses navigate the busy holiday shopping season.

If the traditional ways you communicate with customers are disrupted, here are ideas for business owners to keep customers engaged using technology:

• Make sure the customers call on the small business – Even in an increasingly digital marketplace, phones can still serve as the main lifeline to customers. Whether they’re in your customers physical business or at home, during business hours or on nights and weekends, having a phone line that rings endlessly, or worse, leads to an error or disconnect notice, indicates to customers that the business doesn’t care to hear from them.
• Maintain a digital presence – If your customers aren’t communicating face-to-face with their customers as much as they used to (and even if they are), your customers should have a digital experience that’s reflective of the atmosphere of their business: helpful, caring, and active.
• Keep employees engaged – Employees might be remote, but that doesn’t mean they have to be any less connected right now. It is important your customers make sure their employees have the bandwidth and tools they need to stay engaged while working remotely.

For more information on how your customers can rethink their customer engagement, read the full story on the Comcast Business Community.