Customer Service During COVID: Providing the Ideal Experience in a Virtual World

Published by Martin Communications

In just a few short months, COVID-19 caused every industry in the world to shift gears in how it operates. Many businesses are now working remotely, and safety and health are top of mind as we continue to navigate this new normal.

In a time when handshakes are discouraged and many in-person interactions have been replaced with video-conferencing, how do you provide and maintain an exceptional customer experience?

Show that You Care

At Martin Communications, we believe that actions speak volumes, especially during these uncertain times. Even if your interactions with your clients are carried out through a screen, it is all the more important to check in and see how they are doing and how you can be of assistance. Sure, discussing the work you are doing for your client is important (that is why they hired you, right?), but building loyalty and a solid relationship with your customers begins with showing genuine care and concern.

Be Transparent

Sprout Social surveyed 1000 consumers and found that “86% of Americans believe that transparency from businesses is more important than ever.” It doesn’t matter if you are the top marketing expert out there if you are not upfront and honest with your customers. We take your business personally and focus on crafting an authentic experience not only for you but for your audience as well.

Be Proactive

Do not wait for your clients to come to you for answers. Anticipate their needs and provide solutions to problems before they arise. At Martin Communications we educate ourselves on the nuances of every industry we represent, becoming the expert and resource for all of our clients. It is one more way that we can provide excellent customer service and exceed expectations.

Go with the Flow

If 2020 has shown us anything, it is that circumstances can drastically change at any given moment, but we get it: life happens. So, we encourage one another. We listen and support each other. Every experience - every adventure - provides our digital marketing agency with the knowledge and creativity needed to provide you with our best. Yes, it is a new world with new rules that we are all learning, so we take it in stride and provide our clients with an up-to-date, user friendly experience that navigates the new social climate.

The craziness of COVID will not stop us from “Doing Good Work for Good People.” We believe in the power of relationships, which means caring for our clients, being upfront and honest, and providing support no matter the circumstance. Whether you are a small start-up, a thriving one-person show, a local powerhouse, or a national wonder, we take your business personally. When you choose Martin Communications, you will get an extension of your team, a group of passionate individuals who are known for going above and beyond.

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