How to keep selling? Delighting the customer is key!

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With the change in consumer profile in recent times, searches for online content have increased, as have purchases. But if you are still unable to generate revenue and have not noticed an increase in purchases and sales in your business, regardless of your activity and area of ​​activity, continue reading because in this text you will certainly find ideas or triggers to apply and better engage your customers. And, to continue selling, delighting your customer must be part of your strategy.

Actions that generate credibility build customer loyalty, which is already a step towards maintaining a balanced financial balance. To attract new customers, it is essential to use social networks that are appropriate to your business profile and aligned with the profile of your audience.

SEBRAE recently published some data on the sectors most affected by the crisis, with ideas on how to survive it from a practical administrative point of view .

External factors such as economic instability are beyond whatsapp names our control, so complaining doesn't solve anything. That's why we need to look for creative solutions.

For B2C businesses the situation is relatively simpler because people have not stopped buying; quite the opposite, online purchases have increased , generally by more than 60%.

A bookstore in Volta Redonda is a good example. It quickly adapted to the “opening and closing of businesses” and transformed the discussion groups it held in its physical space into an online event. It also started selling books online, with a delivery service , and saw its sales increase by 10% during the period of social isolation .

Another example is corporate event companies that are working together to return safely . Being aware of health protocols and publicizing actions related to this issue is a relevant attraction at the current time.

With the customer already delighted, you generate credibility and gain visibility compared to the competition.

In the B2B universe, the impact was proportionally greater, but the proposal of this content also applies to this profile. After all, the focus is on delighting the customer in order to retain and sell. So, here are some suggestions on how to delight your customer!

The path to enchantment
Know your customer. Conduct research, use Google Forms to understand what is most relevant to them at this moment.

The word “humanize” is being used a lot, but even that seems to confuse people a bit. To be able to delight your customer, the key is to know who they are. To serve them, you need to know them. Strengthening communication is what will establish a relationship of trust. And that is where you win the customer over and delight them.

Digital communication is one thing, robotic language is another. Using WhatsApp in your communication strategy will be essential at this time. After all, which channel is more direct and human these days? Even if you use WhatsApp for business…

When we say that digital communication is not robotic language, we are saying that we need to work on artificial intelligence integrated with human intelligence. Do not send emails from a sender that your customer cannot respond to. This is just one example.

Another example, but the one we should use, is CRM. It will certainly help. The digital tool systematizes customer relationship management in such a way that it optimizes your time, organizes communication and also works as a filter to identify opportunities where it is worth investing energy and time.

Nutrition communication made after research will provide value deliveries and this will delight your customer over time.

Strategic Communication to Delight the Customer
If you currently have a physical store, having the delivery and pick-up options in store is essential. Decorating the physical space may seem silly, but believe me, it's not. Psychology explains how visual appeal works by triggering neurotransmitters in the brain that influence, even unconsciously, the act of buying. Therefore, unlike a physical store, the virtual space must be cleaner and more accessible so that people can find what they want in just a few clicks.

It must be clean so as not to have visual dispersion, after all, unlike a physical store , there is no salesperson with persuasion to ensure the customer's attention when 'buying'. Even if there are virtual assistants, with one click the person is out of their digital environment. Therefore, have a clean , accessible space and navigation is attractive.

Yes, we are at a time when promotions are welcome. Whether it be discounts, free shipping, shorter delivery times than the competition, unusual gifts , or different payment methods; the promotion needs to be something that the customer sees as an advantage, otherwise, it will be just another one.

Do something different. Offer gifts that make sense and generate value. Often, children's items, school supplies or something that is out of the ordinary, even if it has nothing to do with your business, can generate much more value at this time. If your customer has children at home, gifts such as coloring books, modeling clay or stickers will certainly please them. But, to ensure customer satisfaction , use the form and give them gift options to choose from; within what you have to offer, of course.

Use all the digital tools available. Invest in paid media to stand out. Customer delight is about relationships. Email marketing and WhatsApp are the two main ways now. But alone, they won’t make you stand out on the network.