How to strengthen customer relationships in a crisis.

Updated: Sep 15, 2020

I recently had an excellent chat with the team at Appear Here, the world's leading marketplace for retail space. We discussed retail disruption in the midst of the coronavirus pandemic and what retailers can do to maintain, and even strengthen, engagement with their customers.

You can find the entire conversation at Appear Here's blog, but here is a sample:

"If not pushing their products, how can brands maintain authentic conversations with their customers?

I think it’s incredibly important to find the best ways to maintain contact with their customers - even when you’re closed. The key to authenticity is bringing value to your customers even when they’re not spending money. It’s like a relationship, if you do something nice to contribute to the relationship that you’re not gaining anything immediate from, that says a lot about that brand and it creates a very positive association with them. How you can add value varies depending on your customer, whether it’s providing emotional support and soothing anxieties or providing ideas and solutions."

If you want to check out the rest of our conversation, head over to Appear Here.

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