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Maintaining Exemplary Customer Experience During COVID-19 Pandemic

Irrespective of the size of the business, here are some ways businesses can consider to help maintain a strong, sustainable relationship with their customers.

Photo Credit : ShutterStock


As the fight against COVID-19 pandemic continues, the country has seen tumultuous changes with the increasing number of cases resulting in an entire nation’s lockdown. With the situation only becoming more challenging, the COVID-19 pandemic has shut the world down for business, leaving plenty of small business owners worried and unsure of how to keep their ventures afloat in these tough times. As the Government is taking deliberate actions to help contain the virus outbreak, and working to help businesses sustain through the crisis. With programs now available, combined with technological advancements, businesses can now consider ways to stay active and connected with their customers in the current challenging environment.

During a crisis, it is very important for any business to maintain its customers’ trust and that can be achieved by working to continue delivering optimal customer experience. In today’s digital age —there are multiple ways a business can engage with its customers and stay in touch with them. One should communicate with care, consider how the business can help customers feel valued and make it easy for customers to reach out.

Irrespective of the size of the business, here are some ways businesses can consider to help maintain a strong, sustainable relationship with their customers.

Keep customers informed via emails

Emails are still the best ways to get in touch with the customers. It is considered to be the most professional way of communication from brands. Everyone is facing this crisis together and it is best to be transparent about what the business is going through. Customers can empathize with brands facing a crisis, as long as the communication is done properly.

Inform customers via emails about the next steps and delays (if any) due to the given situation. Send regular emails to customers updating them about how the business is adapting in the midst of the COVID-19 outbreak. You can send personalized emails to customers to update them with any specific changes in your business.

Engaging through social media

With social media use becoming more active during this pandemic, people are frequently rushing towards various digital platforms to gather information. It can be helpful for businesses to be active on social media channels, especially during this time when people are not venturing outside, yet are trying to stay connected with family and friends. Also, the content on social has the benefit of reaching beyond just your current customer base. Communicating the changes in the business real-time on social media can help to reassure customers that someone is available for them.

You can launch innovative social media campaigns to help keep customers engaged such as scheduling live video chat sessions, and AMA (Ask Me Anything) posts, where customers can submit their queries and get quick responses from the business.

Keep the business website active

Irrespective of the nature and scale of the business and the situation at this time, it is advisable to keep your business website updated with any changes in the business, especially during a crisis, as the website is likely to be the first place people will go to gather any information. You could place banners on the home page informing customers about the current operations. If the business is inactive, keeping customers updated with the changes is still prudent.

Earn trust with Rewards and Loyalty programs

With businesses being concerned about the impact that critical events may have on their relationship with customers, loyalty and trust are being put at stake. Keeping your customer at the center of your business strategy has become more important than ever. Considering the situation, offering various benefits to customers might help retain customer loyalty and earn some extra trust. Depending on the type of business, one can offer rewards based on products purchased/ services availed or amount spent.

Rewards and loyalty programs can be a cost-effective way to nurture customer relationships and provide a competitive edge over other players in the market.

Create blog posts

Regardless, if your business is actively operating at this time or not, creating blog posts around how as an entity you are addressing the Covid19 pandemic can help customers better understand your commitment to your business and your customers. Businesses can use their blogs to post content explaining their sanitizing processes and operational changes and then share it across social media.


While it’s not easy to run a small business given the current scenario, focusing on customers can help to show your customers how important they are to your business. Using the right technology and by keeping customer interaction at the core, businesses can achieve greater efficiency and versatility, and be more prepared to keep their business active through challenging situations.

Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house. Unless otherwise noted, the author is writing in his/her personal capacity. They are not intended and should not be thought to represent official ideas, attitudes, or policies of any agency or institution.

Tags assigned to this article:
customer experience BusinessTips Coronavirus Lockdown

Nikhil Arora

Nikhil leads strategy, business growth, operations and customer care for GoDaddy in India as its Vice President & Managing Director. In his role at the world’s leading platform dedicated to small businesses, Nikhil is passionate about helping small businesses and entrepreneurs establish and grow their ventures. Nikhil has over two decades of international and India experience in corporate strategy, marketing, business development, and finance. He brings extensive experience operating in emerging markets, along with deep insights on challenges confronting small and micro businesses as they look for growth and to build compelling businesses. Prior to his current role at GoDaddy India, Nikhil was the Head of Operations for Asia and India General Manager for WeWork, a fast growing global start-up. Prior to joining WeWork, Nikhil was the Managing Director at Intuit India, where he was responsible for implementing Intuit’s India business strategy, strengthening partnerships and capitalizing on social, mobile and global market trends. Previous roles included Vice President and Country Head of Operations at Laureate Education, as well as roles in business development at ADP and in managing M&As and joint ventures at Delphi. Nikhil holds a Master’s Degree in Business Administration from Thunderbird School of Global Management, Arizona, as well as a Bachelor of Business Administration Degree in Accounting and Finance from Hofstra University, New York. Having spent time in Russia and Central Asia managing public education projects, Nikhil also holds a Diploma in Russian language. He is based out of New Delhi, and his other interests include running marathons, biking, obstacle and adventure sports, traveling and exploring new destinations.

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