Remember when we celebrated birthdays with drive-by parades, had virtual meetings in pajama pants, and became frenemies with anyone whose invitation included yet another Zoom link? Some of this still rings true.

When COVID hit, there was perhaps no sector impacted quite as much as small businesses. Owners were simultaneously trying to keep staff safe and paid while navigating how to stay available to customers virtually/digitally. How do they keep everyone up-to-date amidst ever-changing policies? How do they keep customers informed and well-served? How do they continue to bring in revenue, stand out in the crowd, and spread the word when no one was around to do so? — all why trying to keep their sanity in the process.

A few businesses appeared to seamlessly navigate the digital world that COVID thrust upon us all. They were ready for the changes. They were armed with tools. They were prepared with these in common.

REAL TIME UPDATES

Companies who immediately strengthened their online presence or who already had a user-friendly website were able to stay on top of communicating current policies. Those with an employee or agency dedicated to keeping their online presence up-to-date were able to ensure that basic information including hours of operation, last-minute closures, inventory, and ordering links were accurate. 

CUSTOMER COMMUNICATION

Fewer staff/hours of in-person operation at offices meant that phones were left being unanswered. No longer could a customer call and immediately reach someone, so consumers turned to a company’s online presence. A website with broken links combined with a Facebook account with no recent updates and unanswered DMs would often lead a customer to assume the company was no longer operational and forcing them to shop elsewhere.

DIGITAL SALES

When the world went virtual, so did ordering. Those with a website ready to receive customers with the click of a button carried themselves seamlessly from in-person to virtual customer service. Chat boxes, automated replies, accurate inventory and calendar availability -- these things all became imperative to not only thriving, but simply surviving through the pandemic.

How can these lessons be applied to establish digital success in the future?

1. Ensure your business has a good support network in place to assist with time-sensitive and frequent online updates- whether this is an employee or an agency.

2. Your social media and websites are a guide and a first-impression of your business. Your website should be modern, optimized for mobile devices, and should link properly to your social media platforms. Any public social media accounts should be active with several posts a week that include engaging content and enticing photos.

3. Now is the time to bank some positive reviews! Don’t be shy about asking customers to share their positive experiences on Google, Facebook, or other platforms. 

Since the start of the COVID-19 pandemic, the world has become far more digital. Is your business optimized to navigate the challenges of online life and what comes next?