How do you effectively communicate with your customers during coronavirus?
How often should you be reaching out to your customers during coronavirus, and which platforms should be using? What should you be saying to customers, and what should you AVOID saying?
(Note: Feel free to share how your business has been handling the COVID-19 pandemic)
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May 25, 2020
If you're a Consumer-Packaged-Goods company, social media is your main communication with established customers and your main method to finding new customers. COVID-19 has taken the brick and mortar shopping experience and shifted it to online. And online the same rules apply as when a customer is walking down Main Street: "Which storefronts interest me?" If you're migrating your product sales online, ask yourself: "Would my storefront attract new customers?"
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May 25, 2020
This depend on the industry you're working in. I work in a retail store as their IT consultant. I was tasked with communication and other technological solutions to maintain store hygiene and social distancing while serving the customers. I found that scheduling store visits can be a solution to tackle the social distancing issue.
We communicate with staff and customers through bulk SMS. There are several tools available for the same which you can get over a quick google search. My manager instructed me to usually avoid negative language and focus on a "happy" conversation. That I think pretty much sums it up. To spread no panic and convey the information you have to.
I was searching forums for solutions since days and found some good ones on warrior forum. Anyways, I found this blog highlighting what we can do amidst this pandemic and then went for their scheduling tool which can also send SMS. (Too bad, we use one already since ages.) But anyways, hope this helps.
https://blog.appointy.com/2020/05/22/reopening-stores-supermarkets-and-fashion-retail-during-covid-19-what-you-need-to-know/?utm_source=warrior_com&utm_medium=forum_warrior_salon_blog_2&utm_campaign=reopening_stores_post_covid&utm_term=default&utm_content=default
Mar 26, 2020
This depends on the level of communication and the information being communicated. For example, in our business line we work as Quality Assurance experts. Basically we evaluate the calls of agents and front end staff. Now in order to communicate to the management (which is our customers) we are now making quick videos to provide the overall core areas that need improvement. Simple and precise videos with relevant content being uploaded on YouTube. This is a great way.
We started out with emails and other mediums. But the proactive approach of video is the best. It is now their responsibility to check and ensure they have seen it.
Mar 26, 2020
Great insight, Zyma! Video is a great way to virtually stay connected with customers -- especially in a time like this, when many businesses can't see their consumers face to face.
Mar 25, 2020
Hello Skye Schooley,
Communication is key for any success. In this unfortunate situation all the business employees are working remote. So with my experience i communicate with my Team through Gotomeeting App which help you to interact with you team effectively.please do try it i found this is the most effective way to communicate i found. Moreover Stay Safe.
Mar 23, 2020
As Ryan noted below, a lot of the COVID-19 messaging is all starting to sound the same and thus is being ignored. While I find a lot of people are sending out emails, not everyone is updating their websites - especially on the small business side. I think it's more important to have information available for people when they are ready to interact with you. That could mean social media, but it also means updating your website, and possibly your telephone recording.
Personally I have a red banner at the top of my website that gives our status (open for business) and an option to get help immediately if you need to make changes because of COVID-19. We've done something similar for some of my clients, as well as utilized pop up boxes to call attention to special COVID-19 resources.
Otherwise, reach out when to clients when you have something relevant to them. As an example, one of my clients is an local internet provider, and their service is still up and running, but they've halted new installations during the crisis. That's not something they need to tell their existing clients because it's just not relevant to them.
On the other hand if you've got a webinar filled with tips to help people get through this crazy time, than that's definitely something to share.
Mar 24, 2020
Thanks, Nicole. Great advice. I especially like your thoughts on having clear banners and pop-ups to draw attention to your coronavirus resources and updates.
Mar 23, 2020
I have grown incredibly weary of companies reaching out via email about what they are doing during this crisis. In fact, I have unsubscribed from many of them just because for the most of them I just simply haven't cared. My recommendation would be through social media. The approach that I would recommend taking is showing how you can help or have helped people during this time. Even if it's small ways, I'm way more interesting seeing what cool things you are doing than just some crazy long email.
Google My Business (Google's platform for local businesses) offers you the ability to create posts. Those can be good short little blurbs about what you can or are doing.
These are of course only my opinions though! Hope this is helpful, cheers!
Ryan Joos
https://vulpinemarketing.com/
Mar 23, 2020
Thanks for your insight, Ryan! Have you seen anything a business posted on social media about the coronavirus that stood out to you? What was it, and why? What type of things should small businesses avoid posting or commenting about?
Good to know. Thanks, Timothy!