Successfully Communicating with Your Customers During the Pandemic
COVID-19 Business Tips: Effective Customer Communication
The uncertainty is real these days. The pandemic has put us all in a situation where no one knows what’s next. Given the ongoing changes, business owners find themselves in need of implementing methods that can help their staff and customers feel as grounded as possible.
Managing expectations is crucial, and so is maintaining constant communication with your customers and making sure all relevant information is shared promptly.
Here are some tips to help create or adjust your communication strategy to serve your customers during the pandemic better.
Consider Your Customers Needs
There might be many things you want to say to your customers in a time like this. But first, think about what they need to hear or read from your business. What information do they consider relevant? What are their interests? Actively listening and asking questions will help you find those answers and point you in the right direction to find the solution your customers need.
Fine-Tune Your Communication Strategy
Once you’ve identified what your customers need, zoom into your current communication strategy, and identify the gaps between their needs and your offerings. You might need to make small adjustments, or you might realize you need a completely new strategy. Consider things like updating your website, interacting with your customers through social media channels, and creating a communications plan for times of crisis.
Make Authenticity a Priority
It is a tough time for everyone. Don’t be afraid to empathize with your customers with genuine care. A lack of authenticity can be identified from a mile away. Being understanding and showing real concern will help you build trusting relationships with your customers.
Provide Regular Updates
Keeping an open communication channel and consistently providing updates is crucial. You might think that you’re over-communicating or providing unnecessary information for your customers, but they will appreciate knowing the latest details.