Here’s How Grab Engaged With Customers During Covid-19
March 25, 2020
When Covid-19 struck, 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.
This is the perfect opportunity for you to reach out to your customers and let them know you care. Send them personalised messages and care packages.
If you need some ideas, here are some ways that Grab Malaysia engaged with their customers during Covid-19:
50% off essential vitamins and supplements
In the beginning of March, Grab Malaysia collaborated with pharmacy chain Guardian for discounts on vitamins and supplements.
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.
Reminder to sanitise homes along with 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 have gone into full paranoia and sweeping up sanitisers from pharmacies and grocery stores.
This promotion also served as a reminder to 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
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.
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.