Companies and all employees are now learning to adapt because they are facing a new work environment that has been modified by the current coronavirus pandemic . There is no business in the world fully prepared for what has happened. Literally, everyone is struggling in one way or another. That's why it's so important to change your communication strategy and adapt it to the new reality.
Unfortunately, there is no one project that can be used for such a situation. However, the fundamentals of crisis management apply fully to what is happening right now. With that in mind, here are some things to keep in mind that will allow you to communicate better with customers during COVID-19.
First of all, respect your mission
The mission statement defines the guiding principles of the business. When a crisis appears, the company's mission and core values must inform what and how to communicate with customers. Basically, the company's values inform you of what you should communicate with your customers during any crisis event.
Don't make the mistake of promoting and marketing your business like you've always done. Prioritize customer needs and put the bottom line of profit, as all of this makes it seem like you are taking advantage of the situation.
Use a correct tone of voice
The tone of all communications for which you are responsible must adapt to the company's brand and voice. At the same time, it must adapt to the exact context of the conversation. When the brand's voice is informal, taking a serious tone every time you refer to COVID-19 is an excellent idea. It is not necessary to completely change the trademark entry used. You just have to adapt it to match the subject.
We are facing a global crisis and people who are dying. That's why you have to show compassion. The brand must express humanity and emotional support. The tone must be calm and the only thing that needs to emerge is authenticity.
Be very clear
Now is not the time for complex messages. This is especially true when referring to messages related to COVID-19, coronavirus and similar topics. The video marketing , for example, tends to be very complex and messages can be difficult to ascertain. With everything related to difficult subjects, you need to cut out all the noise. You must have clear and clear messages as that is how it resonates with customers who continue to receive mixed messages from everyone.
For example, when the goal is to let everyone know what your company is doing during COVID-19, talk exactly about this topic and tell your customers what they need to do. Direct people to appropriate resources and always use clear messages.
Stay transparent
Customers are very concerned about safety and hygiene. This is why restaurants have moved away from brick and mortar work and started offering takeaway and delivery services. Trademarks must be very transparent with respect to all existing hygiene and safety practices.
For example, if you deliver something to your customers, is the packaging waterproof? If so, this is something you need to communicate, just like the opposite. When you have some extra services available that increase customer safety, highlight it! This shows that customers are important to you.
Final thoughts
The coronavirus pandemic affects everything we do, from marketing campaigns to research to determining the selling price. However, what is very important is the way we communicate with customers. This should be a priority and you must always adapt every single message you send as a brand.
