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These last few days have been hard and will continue to be so for a while yet, as we all figure out what the impact on businesses will be. However, this situation presents an opportunity to build or strengthen customer relationships and demonstrate industry leadership in uncertain times. It’s never been more important to maintain communications with your customers.
Yes, we all have to adjust our communications strategies to stay connected, but it’s important to maintain and protect human connection. Social media and other forms of communication can help us do that. What you say and how you say it is crucial in times of crisis.
To help you communicate efficiently and effectively, and to remain as transparent as possible, here are some practical things to consider/action in the short-term:
Basically, don’t stop communicating. It’s time to tell a different part of the story, and be mindful of what you communicate, how often and the language you use.
While short-term tactics are needed to adjust to our current reality, businesses need to think longer term, using the rapid lessons learned during the pandemic to build lasting relationships with customers.
Refer to your marketing strategy to keep your business vision statement at the heart of everything you do say/do – as that won’t change.
Above all, act with empathy, everyone is experiencing high levels of stress in different ways.
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