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Here’s How Grab Prioritised Their Customers During Covid-19 (And You Can Do The Same!)

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Mar 26, 2020 2:51:55 AM

When Covid-19 struck early this year, many businesses took a hit.

Especially when government around the world started ordering businesses to close and people to stay home.

However, this doesn’t have to spell the end for you as a business owner.

In fact, this is the perfect opportunity for you to reach out to your customers and nurture your relationship with them.

Some of the things you can do is let them know you care by sending them personalised messages and care packages.

Grab Malaysia did an amazing job in reaching out to their customers and making them feel cared for.

Let’s take a look at how they did it.

50% off essential vitamins and supplements

In the beginning of March, Grab Malaysia collaborated with pharmacy chain Guardian for discounts on vitamins and supplements.

Vitamins promotion by Grab Malaysia
Image: Grab MY

They called for members to strengthen their immunity and fight off cold and flu while news about Covid-19 was making headlines and making people anxious.

They also promised instant delivery to members’ doorstep.

This showed customers that Grab Malaysia cares about their wellbeing – not just their money.

Reminders to sanitise homes – along with a promo code

A day after the Malaysian Prime Minister announced the Movement Control Order (MCO), Grab teamed up with service provider Kaodim to help member find a professional cleaning service.

This was timely as people went into full paranoia – sweeping up sanitisers from pharmacies and grocery stores.

This promotion also served as a reminder to their members to do a thorough cleaning of their homes.

Along with Kaodim, Grab offered 30% on services like house cleaning, deep cleaning, car seat cleaning, sofa cleaning, mattress cleaning, carpet cleaning, aircond servicing, and cleaning for offices.

3 ways to stop Covid-19

The very next day, Grab sent out a gentle PSA to their members.

With the hashtag #JustStayAtHome, Grab provided 3 precautionary tips for members on how they can stop Covid-19.

Grab advised their members to stay at home, wash their hands frequently, and to always maintain a 1-metre gap between them and another individual when they’re out.

Free delivery for daily necessities

Due to the MCO, people were forced to stay home and couldn’t go out to get groceries.

Therefore, Grab announced a promotion where members can get groceries, snacks, and health boosters from Grab Mart – and have it delivered to them in under an hour.

Members are also entitled to 5 free deliveries with a minimum spend.

Grab called for members to “Keep [yourself] indoors, comfortable, and safe”.

Self-pick up save costs on delivery services

contactless delivery by Grab
Image: Grab MY

In light of the Movement Control Order (MCO), Grab decided to introduce an all new self-pick up feature.

This new feature was in line with government’s order that although restaurants can remain open, they should only be providing take out services.

The self-pick up means zero delivery fees, members get to skip the waiting line, enjoy contactless payment with GrabPay, and keep their interactions at a minimal level.

Grab has continued to prioritise customer’s wellbeing in all of their marketing efforts – since the movement control order is still in place.

Do the same for your customers too!

These are some of the examples of how can you continue to engage with your customers during a social distancing period.

With the right customer loyalty tool, you can easily send out personalised messages to your customers and loyal members.

This helps to nurture your relationship and makes sure that customers don’t forget about you during the MCO.

Want to build a relationship with your customers and show them that you care? Talk to us.

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