6 ways to support your customers and slowly get back to business

No doubt the coronavirus (COVID-19) pandemic has caused historic disruption. Now, many weeks into the crisis, some states are beginning to reopen, and others are putting plans in place to open when it is safe to do so. Here are some ways to re-engage your customers and position your business for success when this crisis is over.


Check in on your customers

On a day-to-day basis you probably give more attention to customers who are having an issue or calling with complaints. Drop a personal email or give a call to your customers to see how they are doing. Your concern for their wellbeing will help your long-term retention rates.

Determine which accounts you could potentially help save money

Many of your customers could be facing hardship. Account bundling is one way for individuals to save on premiums. Consider the savings and convenience customers could enjoy if all the coverage was with one insurance company. For your business clients, you might look for ways to revisit and adjust coverage for exposures that have changed. Most customers will welcome a proactive outreach that could save them money.

Support local businesses in your community

Many people have taken the first step to order takeout and support a local restaurant. But, you can support any of your business customers by taking time to give them a positive online review on Google, Yelp and other review sites. You can also connect with them on social media and give them a shout out. Many companies will reciprocate the gesture and help improve your online reputation as well.

Collect valid email addresses

Has a customer called in with a question? Be sure to ask them for a vaild email address. Having the ability to communicate with customers electronically is an essential piece of a business growth and marketing strategy. More than 50% of people check their personal email 10+ times a day. Additionally, email generates $38 for every $1 spent.1 Plus, in a time when social distancing is encouraged and even mandated, a robust, valid email database is crucial.

Get ahead on emerging industry trends and coverages

Cyber threats, reputational risk and supply chain exposures are just three areas where businesses have increasing vulnerabilities. The expanded use of mobile apps to coach teen drivers and IoT devices to protect homeowners are hot topics for individuals and families. Now is a great time to learn more about trends and protection options that will enable you bring even more value to your customers.

Create some new marketing materials

The Hanover makes it easy to create marketing materials. Visit TAP Marketing for a library of ready-go-materials that you can co-brand. Our content library also has helpful articles that you can link to or use as your own. What’s ours, is yours. 

Visit our COVID-19 agent resource center for information about business practices during the pandemic, messages from our leadership team, details about our self-service options and more.

Connect with us

The Hanover is committed to helping you navigate the challenges the coronavirus is causing, provide outstanding service to your customers and prepare for the return to business as normal so we can grow together. Our local teams are ready to assist you as you work to respond to the COVID-19 pandemic and plan for the future.

1Hubspot, The Ultimate List of Email Marketing Stats for 2020.