(This is a contributed post)
During the COVID-19 pandemic, businesses have had to learn how to communicate with their customers about the ongoing situation. How do you navigate the changes while keeping in touch with your customers? How do you ensure you’re talking to them in a sensitive and appropriate manner? When things can change quickly, delivering the latest information to them in a timely manner can be tough. Whether you’re looking for advice to use during the pandemic or you want to be prepared for another situation that could affect your business, you can be prepared. Keep reading to find some tips on how to keep your customers updated and informed.
When something big is happening, you can’t ignore it. Your customers will want to see that you’re paying attention, and they will want to know how you’re responding. Providing plenty of information on your website is a good way to show them you’re taking the situation seriously. When they land on your website, direct them toward your latest information about what’s happening and what your business is doing about it. You might want to create a separate page or even have an ongoing series of blogs or articles.
Make sure that the most important information about whatever is happening is clearly visible. When people visit your website, they might see a clear banner at the top of the page. For example, many businesses placed an easily accessible link about their COVID-19 policies on their home page. Some even integrated a COVID-19 API to provide the latest statistics and information. Even outside of your website, you might be sure to clearly present important information. This could include communications such as email marketing and social media, where you can display information in a prominent way.
Rather than wait for your customers to come to you when they need information, try to reach out and engage them too. You can use multiple marketing channels to communicate with your customers. Social media, email marketing, content marketing, and even PPC ads can be useful for staying in touch with customers. If you’re uncertain about which channels to use or how to present your information, consider asking your customers what they prefer. It can give you a feel for what they think is appropriate and the most effective ways to communicate with them.
When you communicate with customers during uncertain times, keep in mind that the situation affects them too. It’s important to try to communicate with empathy and to take a responsible approach to the things that you say to them. It’s a good idea to give them the option of hearing from you less or more so that they can decide how often they want to receive communications from you. Be responsive to feedback too, and adjust how you communicate with them to meet their needs.
Don’t leave your customers in the dark when things are uncertain. Take steps to communicate with them and keep them up to date.