We asked our study participants who noticed a reduction in product sizes and/or the scope of services how companies should respond:
63% demand that more discounts be offered to compensate for the product reduction
59% want more transparency regarding changes to products or services
51% want companies to offer more product alternatives
47% would like to see loyalty programs
29% are in favor of free shipping
Reducing product sizes or the scope of services without communicating this to customers can backfire. Companies risk losing loyal customers because they feel they have been duped. On the other hand, if companies are transparent and communicate their current difficulties in the current crisis and explain why they are taking this step, customers might understand. With the help of email marketing software, companies can create a newsletter with company and product updates and automatically send it to their customers.
Offering loyalty programs is welcomed by almost half of consumers. Companies that do not want singapore telegram data to put in a lot of effort can sign up to customer loyalty programs such as Payback. These only charge low service fees. However, it must be noted that companies that do not have their own loyalty program have little influence on the quality. The customer relationship can be negatively affected if, for example, technical problems arise. On the other hand, they can develop their own loyalty program (standalone program). The costs involved are higher (implementation, administration of the program, evaluation of customer data, etc.). However, companies have full influence on the quality of their program.