How to Build Customer Loyalty in the COVID Era

The retail and supply chain disruptions caused by the COVID pandemic have affected every retailer, manufacturer and in turn their customers.

Retailers will need to continually evolve to meet changing consumer demands to survive, much less thrive in this challenging environment.

“In a world that’s under pressure, it’s no longer enough to judge a brand by the delight it sparks in those who use it,” according to Forbes magazine. It’s also about the degree to which a brand earns a consumer’s trust.

Faced with empty shelves, price hikes and shipping delays, consumers are experiencing more stress than ever before. Consumers became less loyal than ever during the pandemic era, switching loyalties to competitors, trying different brands and new places to shop.

In fact, 65% of consumers surveyed recently said they are highly likely to continue these fickle behaviors in the future.

Maintaining customer loyalty even during the most stressful times will depend on retailers’ abilities to meet their customers where they are. And right now, consumers are putting a premium on every shopping experience being convenient, simple, and as satisfying as possible.

Whether it’s in-store, in-app or online, shopping that meets these three consumer demands is more likely to inspire customer appreciation, and maybe eventually loyalty.

Faced with emotional fatigue from pandemic life, consumers are actively seeking purchase experiences that will relieve stress. Purchasing product protection will give consumers hassle-free service if their new purchases unexpectedly break and need repairs.

By providing customers meaningful benefits and reduced risk of unbudgeted repairs, purchasing the extended service contract becomes a no-brainer for pandemic-weary consumers.

An important aspect of building loyalty is ensuring customers don’t have to struggle when a product needs to be fixed. Centricity provides 24/7 customer service with a nationwide network of service providers.

And risk-averse customers are more likely to purchase a product when an extended service contract is mentioned early in the buying process. Brands that frame their selling pitch around eliminating the threat of loss will easily overcome any buyer objections.

From consumer electronics, appliances, and sports equipment to fine jewelry, Centricity offers comprehensive product protection to help retailers and manufacturers create loyal, happy customers.

If you’d like to reduce your customers’ stress and build customer loyalty by offering product protection, contact us today for more information!

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