Customer Communication in the COVID Era – A Complete Guide for Marketers

As the effect of the COVID-19 pandemic continues to reverberate, various sectors of the economy are confronting a different type of menace. The Corona outbreak has had a significant impact on businesses across all industries, and marketing is no exception. Around 70% of marketers worldwide say that COVID-19 has had a severe effect on their brand and content marketing strategies. At these challenging times, staying connected to customers is the key to adapting to changing market conditions and ensuring business continuity in the post COVID era.

As customer buying behavior and spending patterns have dramatically changed due to the COVID-19 pandemic, marketers must keep a continuous track of the prevailing consumer sentiment and market trajectory to plan better contingency strategies. Initially, marketers must assess the pre-scheduled emails, social media posts, and marketing communication and make sure that irrelevant content is not published during these uncertain times. In certain cases, you may have to pass a triggered message for a few months, while you’ll need to modify the content in other cases. At this uncertain time, businesses can focus on communicating with their valuable customers regarding changes they may be making, share sanitization procedures, and encourage support. This can help brands to reduce customer churn and enhance customer communication.
Customers’ needs vary with the crisis life cycle, s such, marketers should be thinking about what matters most in the given moment. As a business leader, you must also focus on updating customers regarding all the changes that you undertake to contain the spread of the virus. These might include changes in hours of operation, limits on customers who can visit the location, and changes in the availability of high-demand products. Besides, marketers must frequently communicate about online and home delivery options, refund and cancellation policies, and postponement of events. These frequent messages will help you enhance customer communication and improve customer loyalty. Also, clear and periodic communications can help businesses to efficiently communicate the safety precautions taken to combat the COVID-19 challenges and regularly update customers regarding their progress. READ MORE

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