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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