The recent pandemic that swept the world showed no mercy to anyone. Especially to business owners all around the world – big or small.
Classified Group of Hong Kong was no exception to the wrath of Covid 19.
With 9 restaurants and 2 cafes under their wings, they had to act swiftly and make unprecedented changes to the way they operate.
We speak to their Digital Marketing Executive, Natalie Stern, to find out how Classified Group has been adapting to the changes.
Hi Natalie. Can you describe how the pandemic has changed your business landscape?
With most people working from home and staying in, we had to adapt quickly to further extend our delivery and takeaway/pick up services on Deliveroo, Foodpanda, UberEats.
This is to allow customers to enjoy our food in the comfort of their own homes.
What were some steps you had to implement immediately?
The pandemic has certainly made an impact on the way people dine out and consume.
We have had to change the way our restaurants operate, and think outside the box for interesting and unique ways to serve our customers.
How have you been engaging and nurturing customers during this time?
Communication with our customers is so important.
We have been keeping in touch with our customers through email and other online communications.
How has your customer service strategy changed since Covid19?
To ensure the health and safety of our customers, we have implemented measures within our restaurants to provide a clean and safe environment.
We cannot express enough gratitude to our passionate teams for their hard work in keeping our customers safe, and our community for their continued support during these difficult times.
What is the most effective way to deliver
good consumer experience at this point of time?
Communication is key.
We continue to communicate to our customers through multiple channels to increase customer assurance and satisfaction.
This is where having a
loyalty program comes in handy.
loyalty tool enabled us to convey messages and build long-term loyalty with our valued customers.
Any advice for other businesses looking to stay ahead?
Seek support from the government, landlords and suppliers where needed. Businesses must unite and stand together to support each other.
Eber is a consumer experience management platform that helps you deliver excellent consumer experience and boost revenue. Learn more here.