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Make it clear to your customers that you're still open and going strong. Notify your customers proactively of policy changes. Offer incentives for customers who stick with you. Engage customers with online events. Provide free or discounted shipping for online orders. Use social media to empathize with customers.
Many customers might think of your business and wonder whether you're open. You can end that doubt by posting regularly on social media to let your customers know that you're ready to serve them and your community.  Along with letting your customers know that you're open, detail the steps you're taking to keep both your customers and your employees safe and healthy. For example, you might emphasis that your store is closed but customers can still pick up orders. Many businesses have shorter hours during the pandemic. Communicate your hours clearly on every post, along with a phone number where customers can reach you. The response to the outbreak means that the situation on the ground can change rapidly. Use social media or email lists to let your customers know of any changes before they actually take place, so your customers can adjust accordingly. Keep in mind that many people only go out once a day if they have to, so any change to store hours or delivery schedules definitely needs to be communicated in advance.  For example, you might send out an email to your customer list on Friday letting them know that effective Monday, you will only be open from 10 a.m. until 2 p.m. Monday through Friday. You don't want to be seen as dragging your feet when it comes to closing your doors or making changes to your operations. Your customers may interpret this as you putting your profits ahead of the health and safety of your employees and your customers. Instead, act before the government tells you to do so. Since many of your customers have to stay at home, they may look to online or other remote solutions to solve the problems they previously solved with your product or service. After the public health crisis has passed, they may stick with that new solution rather than returning to you.  For example, you might offer price-matching or free delivery to customers during the outbreak. To get customers to return, offer a coupon or discount that is only valid in several months, when the worst of the crisis will likely be over. That can help ensure your customers return. Parties and events can be ways to engage regular customers as well as pick up new ones. However, during the outbreak, you likely can't hold live events. Use virtual events instead to entertain customers as well as spark a sense of community.  For example, if your business is celebrating a 5-year anniversary, you might host an online party and stream a local band as live entertainment. You could send out an email to your regular customers as well as publicizing the event on social media. If you own a bar or pub, you might talk to a bar trivia company about hosting a virtual trivia night. You could offer a pitcher of beer or gift card as a prize for the winning team — this gets customers back in your bar after the outbreak. Having to pay for shipping is often one of the main reasons customers don't like to shop online at any time. But especially during the outbreak, many people have tight budgets and don't want to spend their money on shipping costs.  You might offer free shipping or delivery for orders over a certain amount — say, $35 or $50. Look at your average sale, then add $5 or $10 to that. For example, if your average sale is $45, you might offer free shipping for purchases over $50. For small local businesses, another option is to offer free delivery to local customers, then charge for shipping to non-local customers. The outbreak is an unpredictable time and many of your customers are just looking for some reassurance and some stability in their lives. Reassuring them that your business is there to support them and the community will go a long way toward establishing goodwill and customer loyalty for your brand and your business.  Share tips to help your customers during the outbreak as well as entertaining, inspiring, and lighthearted stories or memes that your customers will identify with. Let the coronavirus outbreak be a time for you to humanize your business and demonstrate that you are a part of the community. You might also highlight stories from your employees who are dealing with the outbreak.