A Necessary Strategy to Reactivate Your Business

Strategies to reactivate your business: research what interests your customer, create with your customer’s help, and seek interaction with your customers.

The Importance of Interacting with Your Customers

Experts across all fields agree that, given the changes and uncertainty brought about by the coronavirus crisis, businesses must adapt to a collaborative model that also involves their customers in generating ideas and working together, addressing their demands and needs.

At Leal, we present three steps to implement in order to reactivate your business with the active participation of your customers. We’ll also share examples of Leal businesses that have already started leveraging their databases to connect with their customers and generate co-creation initiatives in this new phase.

1. Research What Interests Your Customer

Consumer behavior has changed significantly, and now it is customers who will determine how each industry operates. This makes it even more important to understand the needs of each of your customer segments: What do they need now? What motivates them to go out and shop? What are their fears? Which channels do they use to make purchases? What new products do they need?

To gain deeper insights into your customers, leverage the database you build with Leal to communicate with them. For instance, you can ask them anything through surveys and offer a reward for their responses. Here are some examples of successful cases:

A Leal restaurant used informational campaigns to send out a survey focused on the customer service of their delivery and takeout services. They asked specific questions, ranging from how the staff handles phone calls to the moment the product is delivered. To encourage participation, the business offered 20 Leal points—equivalent to the first reward on their chart to users who completed the survey. This strategy resulted in a high number of responses.

Another Leal business that sells cellphone accessories also conducted surveys on its social media platforms and sent email campaigns to its Leal database to gather insights about customer expectations when purchasing from them again. The questions focused on new products, payment methods, delivery options, and more. They offered 10 Leal points to each customer who responded via email. This approach helped them create a more tailored reactivation plan.

Remember that with these types of initiatives, you should request your users’ identification numbers to award the points once they complete the survey or proposed activity. For example, you can include this request as the final question of the survey. You can rely on the support of your account manager to carry out these activities.

2. Create Based on Customer Collaboration

Co-creation goes beyond simply asking for your customers’ opinions; it involves including them in the processes of ideation, production, and promotion. Therefore, maintaining continuous and effective communication with them is essential. You already have your Leal database—now it’s up to you to innovate and engage your customers with your brand.

For this process, you can leverage customer segmentation through Leal’s administrative platform. For example, you can create groups based on gender and age as part of a strategy to define the characteristics of a new product or service.

A Leal hair salon sent out a survey via informational campaigns, asking male customers if they would buy hair, beard, and mustache care products online. Upon receiving positive responses indicating that customers would indeed purchase these products, they decided to open an online sales channel with home delivery. Now, users can buy these products and earn points through the Leal app.

Don’t be afraid to ask your customers about their preferences. By doing so, you’ll make them feel valued and closer to your brand. Including them in the decision-making process for details they will later enjoy and promote strengthens this bond. Take advantage of informational