Fans in crisis Commodity crisis: How you can still turn customers into fans… More and more industries are reporting bottlenecks in the supply of raw materials and components. Whether metals, wood, plastics or electronics – demand is high, availability low. Covid, climate change, wars – supply chains are disrupted everywhere, we are experiencing a tangible…
Covid and the accompanying lockdowns have hit stationary retail hard. Shopping malls and city centers have been completely quiet for long stretches of time. In times of social distancing and contact restrictions, many customers have gotten used to online services, rather than buying their clothes, perfume or books locally. Even now that the customers are back, inflation and fears of economic recession dampen the hopes for retail. Roman Becker, creator of the Fan Principle and long-time expert on market research analyzes the current situation in an interview and provides an outlook on the future of physical retail.
Covid, a lack of resources, war – entrepreneurs, managers and executives have had to deal with one crisis after the other over the last few years. At the same time, Employees have moved into homeoffice in great numbers and short notice. Personal contact has been massively restricted or is only happening through screens and team spirit has to be evoked via Skype, Zoom and Teams. Through all, employees are worried: Is everything going to be ok?
Fans in times of crisis With loyal customers through the crisis “Companies with high fan quotas among their customers will weather a crisis better than others.” predicts Roman Becker, one of the leading experts in the field of “emotional customer loyalty” in Germany. Fans are willing to suffer worse results – not just in sports…
Only the best contacts count Customer loyalty in times of crisis – all digital, all good? Covid has completely changed the customer relationships of many businesses. Massive restrictions on personal contacts have interrupted familiar communication, so emotional ties have suffered. The good news: contacts via digital channels can turn customers into fans as well –…