While coronavirus has impacted nearly every aspect of the global economy over the past few weeks, e-commerce brands have been hit especially hard. Retailers with major ties to China have struggled to deal with significant interruptions to the supply chain as well as travel limitations between countries.
The good news for e-commerce brands is that the spread of coronavirus in China has been slowing down, allowing factories to reopen. The bad news is that coronavirus is still a major concern worldwide and it is difficult to predict how its spread throughout the world will affect business.
Because of the continued concern for the world population’s health, it’s imperative that e-commerce brands take careful steps to navigate this global issue, minimizing risks and maximizing opportunities. Here’s how you can revitalize your brand, despite any recent effects of this recent disease.
Increased Customer Communication
With the frequent shipping delays, inventory shortages, and unknown an unknown timeline for the end of the coronavirus, some businesses have been worried about dealing with upset customers. But even the best brands can’t control for unexpected events like global disease. Customers will understand this as long as you keep them in the loop.
It’s true that upset customers can wreak havoc on your brand. Fifty-two percent of customers tell others to avoid a brand after a bad experience, and 47 percent of customers have switched to a different brand due to bad customer service. It’s essential to take care of your customer, so when circumstances are out of your control, the best thing to is update customers as the situation evolves.
You’ll earn the trust and loyalty of many people simply by being honest and showing you care. Share your estimated timeline for progress with customers and be clear that you will continue to update that timeline as you receive more information. When your operations are back to normal, you’ll have an even more solid customer base than before.
The Online Advantage
Rising anxiety about coronavirus is causing many customers to stay at home. This means e-commerce brands have a major advantage over brick-and-mortar. This is an excellent moment for online retailers to reach out to customers who need products, but don’t want to expose themselves to germs in public spaces.
In fact, e-commerce has helped the economy during disease outbreaks in the past. During the SARS outbreak of 2002 and 2003, Alibaba, China’s biggest e-commerce company, took off. Cell phone and Internet companies also thrived at the time. Due to the lack of reliable information about the disease provided by broadcast news, many people turned to their phones and computers to learn how to protect themselves.
The SARS epidemic was tragic, causing numerous deaths throughout Asia. While millions of people were confined to their homes, however, the e-commerce sector worked to allow life to go on by offering services online.
E-commerce has the chance to help the world economy during the current coronavirus outbreak in the same way that it helped during the SARS epidemic. It’s important to capitalize on this moment in order to keep your business alive as well as help those people who need your products.
Allowing Remote Business
The spread of a global disease is one of the many reasons to be grateful we have 21st century technology to work with. While there are plenty of aspects of business that must be conducted in person, administrative work, client meetings, and company-wide communication is possible to be conducted remotely.
Especially if you are located in a region with a growing number of coronavirus cases, the more people who stay home, the easier it will be to contain the disease. The worst thing for your company would be for an outbreak to spread through the ranks of your entire company, completely immobilizing business.
For those positions that require in-person work, be sure to emphasize the importance of employees watching for symptoms of sickness and staying home if they suspect they may not be fully healthy.
Diversify Fulfillment Centers
Many e-commerce retailers have seen benefits of having fulfillment centers in a variety of geographic regions. It leads to faster shipping times and the ability to hold greater inventory, avoiding products being on back-order.
Diversifying your location for this centers is best practice in business at all times, not just during a global disease. But the rise of coronavirus has shown that if you are following this diversified location model already, the disease’s impact on your company will not be quite as harsh.
Although multiple regions in China were hit by the coronavirus, some experienced more severe outbreaks than others. If you have fulfillment centers and warehouses in multiple locations, you increase your chances of being able to keep some of your company’s operations running during an outbreak.
You’ll also benefit from using multiple fulfillment centers during a disease epidemic because you’ll be able to hold greater amounts of inventory in order to make up for a potential slowing of production in factories. Many businesses are currently seeing products run out without the ability to replace them due to the interruptions to the supply chain caused by the coronavirus. If you can inventory shortages, you’ll be able to win over the customers from other businesses that were not able to meet customer demands. Strong inventory management during a time like this is one of the biggest things that will set you apart as a brand.
- How E-Commerce Brands Can Bounce Back in the Wake of the Coronavirus - March 11, 2020