The deadly novel coronavirus (Covid-19) that is sweeping the world is encountered in every aspect of life. After the World Health Organization classified the novel coronavirus as a pandemic, life came to a standstill all over the world. So how can businesses protect their customer and employee experience from the virus?
Being insensitive to this pandemic, where everyone is under threat, can seriously damage your business. Take a look at our 9 golden tips for businesses in every industry that value customer and employee experience.
Update your products and services
In this period of increased hygiene sensitivity, review your products and services.
Let’s look at examples from world giants on this subject; Starbucks decided to stop serving coffee in personal cups and announced that coffee will be sold with paper cups that are more suitable for hygienic conditions.
Apple updated its “Cleaning Apple Products” guide, especially the iPhone, after users turned to disinfectant liquids for hygiene cleaning of smartphones that they do not drop from their hands. Apple announced that disinfecting wipes containing clorox or soaked in isopropyl alcohol can be used to clean iPhones.
Fast food chain KFC’s slogan “It’s Finger Lickin’ Good,” drew reaction due to the coronavirus. After complaints about the slogan in the UK, the brand decided to stop the campaign. You may also need to update your campaigns and advertisements during this period.
Hygienic stores and offices
Regularly disinfect your physical store and work offices. Ensure that ventilation systems are maintained and functioning properly. Offer hand sanitizer in offices and stores and renew it regularly. Even a lemon cologne in front of the cash register in a physical store shows the value you give to your customers.
Health education for employees
Inform your employees about the virus. Send the information notes and virus protection guides published by the Ministry of Health to all your employees. Post information posters and signs with visual support. Identify customer sensitivities to the coronavirus in the sector in which you operate and share them with your employees.
Mask and gloves
Ensure that your customer-facing staff at service points wear medical gloves and masks. Although masks do not provide one hundred percent protection, they will make both employees and customers feel safe. Ensure that the use of masks and gloves is in accordance with hygienic conditions.
Online sales
Direct your customers to your online sales channels at a time when customers are staying away from physical stores. You can offer gift / discount coupons to encourage online shopping. Strengthen the infrastructure of your online sales channel and support it with online advertisements.
Working from home
Public transportation and offices are among the environments where the virus spreads the fastest. The safest way to protect your employees from the virus during transportation to and from the office is to have them work from home. Although not for all department employees, you can use this method for departments that are suitable for working from home. Do not neglect to provide hardware and communication support for staff who will work from home. You can increase productivity with software developed for remote workers.
Video Conferencing instead of physical meetings
Digitise your internal and customer meetings. You can organise all your meetings with video conferencing. You can organise your video conference meetings with free software such as Microsoft Skype and Google Hangouts, or you can choose paid more professional software.
Free cancellation, refund and postponement
Responding positively to cancellation and refund requests from customers, especially in the tourism, transportation and entertainment sectors, may cost your company money today, but will save you much more in the long run. Review your current cancellation and refund policy and offer flexibilities for this period.
Ensure information flow, create a health committee
During this period, it may be necessary to make quick decisions within the company and turn them into actions. Form a committee that can follow the statements of official institutions on Corona Virus and take the necessary decisions without wasting time. This committee, which will include the company doctor and senior managers, if any, should provide regular information for both customers and employees.
Manage customer and employee experiences
Wiseback, which enables businesses to collect feedback, measure happiness score and NPS in an omni-channel structure through website, mobile application, email, kiosk, sms, QR code channels, enables end-to-end customer experience management with the management screens it offers. Developed independently from the industry, Wiseback solution offers a structure suitable for businesses of all sizes. Register now for free and start managing customer and employee experiences.
