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should support its employees during Effective feedback to customer
this tough time. queries:The outbreak has brought a
huge challenge to entertain and
Provide education to consumers provide solutions to the customised
about how to have conversation queries. For instance, the dental
with brands:Brands need to educate
services are on hold due to the
the consumers regarding the probability and proneness to physical
accessibility of goods and services.
contact with patients. Brands need to
For instance, inform the customers understand that they need to provide
about changes in operation, including the solutions to the customers
new hours, facility customer service
keeping in mind the hindrances.
availability, and ordering options. Suggesting medicines via online
The best example here is Apple.
platforms, sharing content regarding
Apple had a procrastination and acted dental problems and its possible
proactively by implementing store temporary solutions would definitely
closings before the government
help in building customer positive
ordered it. They started contacting attitude towards brands. This would
consumers to motivate them to shop
also help in strengthening the
online. The company also focused on goodwill of the brand. Consumer
their convenient return policies and engagement would result in positive
responsive call services in order to
electronic word of mouth which
provide efficient customer service.
would consequently result in
Strategic pricing policy: It would be increased customer base.
a huge misconception to increase the Brands need to be vocal for their
prices of the products and services
post lock down. Companies may have contributions in this time: In the
the perception that loss due to era of global competition, where
lockdown can be recovered by brand are competing which each
increasing the prices However, other to gain customer base and
marketers need to realise that with the loyalty, it is highly necessary that
lockdown there is a substantial those brands which are engaged in
decrease in the purchasing power of helping the affected population
consumers. But during this crisis,
during this tough situation, they need
pricing can act as a saver. For
example, Marriott’s and Hilton’s to be vocal about their contribution
started a campaign named as “Hotels for the society. This will help in
for Hope” to offer free hotel rooms building awareness regarding the
located near medical facilities to brand activities. Some liquor
healthcare workers. This cause for the
companies have decided to produce
society would definitely yield in
hand sanitizer from the alcohol they
consumer trust and attitude towards
brands. distil, combating nationwide sanitizer
shortages.This is regarded as investing
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