How to Communicate with Your Customers During the COVID-19 Crisis - Insurance Finances

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The worldwide panic over the coronavirus is leaving brands large and small wondering what will happen next and how best to communicate with customers. Here are a few ways to win your customers' trust in these crazy times:

Use your website

It's always a good idea to create public updates on your company blog describing how you're dealing with the situation and how your brand is helping customers.

Nancy Seeger Share some helpful tips on how to effectively deliver your public message:

Don't pretend everything is normal – solve the problem in the first place.

Doesn't keep you marketing the same as before . Now is the time for some great karmic marketing messages. One of the car companies in Canada changed its TV ad – to say “This is where we usually show you our great new models, but instead we want to thank the doctors and nurses because……”

Another example is the new Budweiser ad that also thanks doctors and nurses.

Build your local community . Say thank you to the people who are supporting your local community or industries that support your industry.

Use humor carefully . We don't want darkness and sadness, but many people have loved ones sick or at risk. Read carefully.

Avoid generalizations or statistics that change to frequent . Marketing Communications has been around for a while and needs to be specific and valuable enough, not out of date too soon.

Let's hope . People will always remember how you made them feel and hope in times of crisis is a great way to generate positive energy.

Overall, your message should make each of your customers feel like they're not alone.

B2B SaaS companies should have a policy on what to do to prevent cancellations. Some businesses lost part of their income and had to cut costs. This could be to waive fees for a specific period of time or to grant timely renewals for payment. It's better to retain them as a customer you hope to recover soon than potentially losing their business forever.

Contact

If you have their email and social accounts, use them – but only if you have something useful and relevant to say.

There's been a flood of recent Covid-19 email updates that also resulted in a ton of memes like this:

The bottom line is: Informing your customers is important but only if what you say is important to them .

Gail Gardner's GrowMap. com is sharing her experience:

E-commerce stores that I have purchased from for years and others that I only use due to food shortages are sending email messages to their customers. If you have pre-ordered products, notify your customers via email.

Anita Campbell, Founder and CEO of Small Business Trends : suggests a very personal approach:

Send a text that just says “How are you? Is everyone there okay? ” Not presure. Not sold. Just a friendly message "I'm interested in you enough to sign up". I've got a few of these. One from the owner of the virtual assistant agent we use. One from a consultant that we have used from time to time. Usually the only time I hear from them is when they send the bill. So it's nice to get a friendly "people" message.

To support businesses vcita came up with coronavirus email templates that help their users manage communication with their customers. All you need to do is sign up vcita free trial version to access templates:

This collection of templates provides the key message for you to put together a meaningful update.

Janice Wald's Mainly blogging makes an important point: do not use the Coronavirus crisis as a marketing opportunity:

It is important that you let your email list members feel your compassion not being greedy during this difficult time. Trying to profit during the Coronavirus is fine. Don't try to profit FROM Coronavirus.

For example, you can start your marketing emails by expressing a concern about an email list member and their family. End by expressing your wish for them to stay safe and healthy.

Create and manage more resources

Keep your social pages and feeds up to date. Be honest about how this situation is affecting your ability to serve customers. If payment issues are an issue, be flexible and think ahead about your strategy.

Share tips and insights on how your industry can cope or even expand during these challenging times. Shawn Hessinger, an executive editor Small Business Trends have set up a Independent Facebook page aims to help small businesses weather these uncertain times:

Using your website as a knowledge hub so that your customers have a reference page is also a great idea. SEFCU created a list huge resources that inform them how customers can use online banking to avoid having to go to the office and how to apply for a financial aid program.

Nextiva created a similar resource Targeting small businesses that are having a hard time setting up a remote work environment. This page lists all the possible tools for creating a remote office, including their business collaboration suite .

In IMN . Because we manage clients in so many different industries, it wouldn't work to create standard guidelines for all of them, so we had to approach each. These recommendations are completely free. Let's face it: our company's success depends on them staying in business. Let's join in on this .

Inference

Whether the coronavirus threatens humanity remains a question, but one thing is clear: No matter what thousands of businesses have been affected, it could get worse. To prepare your company for possible outbreak consequences, use the steps above.

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