Especially in the corona crisis, brands must offer their customers added value in order to receive loyalty in return. This means understanding and serving the needs of consumers. This applies in particular to customer communication. Avoid too aggressive advertising messages and focus on authenticity. Read how you can strengthen the digital customer experience of your brand with communities and always keep the wishes of your customers in mind.
Consumers spend a lot of time at the computer in their home office. Therefore innogy has its own customers test smart home solutions in its community. This way users are addressed directly online and find inspiration to make their home office more intelligent. . The brand shows how customer-centricity strategies keep customers with the brand even in times of crisis.
We spoke with community and social media expert Tanja Laub about the challenges and opportunities for brands in the Corona crisis. In the Voycer blog she tells us why customer centricity is important and what contribution communities can make.
We are cooperating with KPS AG for our #staywithyourcustomers initiative, in which we support brands in the current crisis with 10 free interactive customer platforms. KPS advises customers on how to put the platform into operation, helps with the initial selection of topics for the online community and supports the acquisition and activation of users.