Covid-19: Messages to Customers from Companies
What is the type of messaging have you, as a company, made to your community during the Covid-19 pandemic? The worldwide pandemic as struck the entire world disrupting supply chains, overburdening healthcare systems, and building fears and insecurities that have put the world on edge. In such a scenario, your customers need to hear from you now more than ever. The kind of messaging you show to your customers at this time is of great importance to them and can lead to building better relationships with your customers. you been sending them?
If you’re wondering how you can do it or how others have done it, here are some points to give you direction:
Keep the tone positive
Businesses along with individual lives have been affected by the pandemic. Make sure your messaging stays on a positive note. Every day we are inundated with information about Covid-19 and most of it is not good. Stay stout-hearted, give your customers some good news if you can but most of all tell them that you support them.
Helpful tips
Being helpful and standing with your customers can go a long way in building customer relationships. Post messages and emails that can help them answer their questions at this time for their own personal safety and health. Some common issues relate to coping with staying at home, mental health tips, exercise regimen for remote employees, recipes for fast, nutritious, and delicious meals, and indoor activities for kids. There are many creative ways to keep in touch with your customers and that say you care about their welfare at this time.
Announce temporary policy changes
These are unprecedented times. To whatever extent you can ease and alleviate problems customers facing at this time would be greatly appreciated. It could be as simple as extensions on payments. It could be goodwill gestures such as providing a free mask upon entering your premises, or a home delivery service option to those who are 65 and older.
The change could be in enabling services through digital technology. Some field and customer service companies have used software like Blitzz to quickly and easily setup a remote video collaboration system that allows CSRs and field agents to work remotely with customers to solve customer problems.
You may be surprised at how these changes can work to build brand loyalty.
Keep your customers informed about the latest developments
Engage your customers with you company by keeping them informed about the latest developments in your area and how it has impacted your services. This type of news may be related to low stocks on some items due to supply chain disruptions, Re-inforce the message that your company or shop is doing the best they can to keep serving their customers.
Inform customers where they might find/offer help
Some of your customers may need the help of social welfare organizations that offer relief packages or help for the elderly. Get a list together and inform your customers of how these can be accessed, if needed.
Help is a two-way street. There are customers who might want to provide help during this time. Present them with a list of companies who are engaged in CSR activities or places where they might volunteer their services.
A word from top management
Communication from the top management of a company carries weight. You might want to include a few posts from the CEO/Chairman in your social media posts, as an email to all your customers, and/or publish the message on your website. Here are some excerpts to help you formulate these:
Example 1
“I mean it when I say I hope this message finds you well. This is a busy, unsettling and unprecedented time for us all and I wish you and your families, your employees and businesses the very best of health through this challenging period.
Together, we are playing a part in feeding the world and this must continue. As a valued customer, I’d like to reassure you of the steps Benchmark is taking to ensure we keep people safe, and continue to be here for you, your people and your business….”
Example 2
“ … We understand that these are uncharted waters, and you may have questions. If you want to connect with us, we’re here. We remain committed maintaining open lines of communication and equipping you with guidance and expertise to weather this storm. We recognize the gravity of this disruption, both to your business and your global community. No matter how this situation develops, we will be here to support your supply chain operations.”
Conclusion
One of the worst things that you could do is keep silent. Another is for your company to use this situation for opportunistic gains – something that you could profit from.
Covid-19 has forced a shift from interactions that were transaction-based to those based on relations. After the crisis is over, customers will think back to how brands performed amid the crisis. Accenture says, “Both during and post -crisis, companies should focus customer engagement on reassurance and confidence-building to continuously reinforce the value of products, services and the organization itself. Think about this as you turn your messaging around to build brand positivity.
