How to Communicate with Customers During Times of Crisis

Whether it’s a global issue like COVID-19 or a local emergency, businesses must have a crisis communication plan in place for their customers. This goes beyond minor adjustments to marketing messages. The plan must extend to customer service teams, your website, social channels, customer-facing staff, and more.

While we often can’t control the societal crisis at hand, we can control our response to it.

Here are five tips to help you formulate a plan that communicates the impact of a situation and next-steps to your customers:

  • Show that you care.
  • Be proactive in your communications.
  • Offer a shoulder to lean on.
  • Inspire your audience.
  • Audit your content queue.

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