How to Communicate with Customers During Pandemic?

Marketing

Contents

Because of a worldwide pandemic, some people stay at home without the ability to work, others work remotely, and nobody can certainly say when life will return to its former course. But even if you work, for example, in the field of e-commerce and your working process didn’t change, you probably still experience interruptions due to problems with the supply chain, changes in demand, and the closure of retail chains.

So, there are many questions to think about while choosing a marketing strategy:

  • Should I somehow try to locally solve the current situation?

  • Maybe you need to inform your customers about the measures that you are taking for them during this difficult period?

  • Is it worth it to delay the release of a new product to the market?

We have listed some tips on how to communicate with customers in a changing environment, to show empathy and communicate effectively to people what is important today.

What information is better to avoid?

Regardless of the specific situation, most brands motivate their customers to stay home and shop online – whether it’s clothing, medicine, or pizza.

This is a great way to follow the principle of social distance, but there are some words and phrases that are best avoided.

For example, if you want to make the delivery of your goods free, do not use the words “COVID-19” or “coronavirus” as a promotional code. Besides, be careful when sending your customers discounts and great offers. In the current environment, many are experiencing financial difficulties, so they may simply not pay attention to your newsletter.

A little positive information will be a plus

When it comes to building deep and lasting relationships with clients even in the best of times, it is important to be sympathetic to what your customers can deal with personally, professionally and globally.

But at the same time, when most of the content that we consume is difficult and negative, people more often have a desire to be distracted. Find small ways to please your customers.

Ask your audience what they would be interested in

Probably, in the current situation, the best way to communicate with your audience is to ask them what they expect from you to hear. No one has a clear instruction or a clear answer to the question of how to communicate with customers in such an unprecedented situation.

The best advice you can share in a situation where companies are forced to switch to a remote format, close sales points, and adjust their marketing campaigns in the face of uncertainty is to remain true to yourself as a brand.