Do You Know How To Manage Customer Expectations During COVID-19?


Digital world map COVID-19

We’re hearing from many clients that they’re concerned about how to best prepare for the potential impact of COVID-19 (aka Coronavirus).

This includes developing and communicating an action plan, reassuring customers, and staying ahead of the curve in terms of online marketing.

Clue’s head of marketing, Stephen Ellis, has previously led the marketing and communications responses for many international humanitarian disasters, says the most important things you can do is have a plan and communicate often.

“Things move quickly in disaster situations,” says Stephen.

“Your customers are feeling stressed and looking for information. The best thing you can do is to make information readily available and easily accessible. Even no news is news in a crisis.”

While the situation in Australia is unlikely to be as serious as other humanitarian disasters, the principles are useful.

In order to meet customer expectations and manage communication needs, it’s best to have a plan in place and the right messaging in place.

A proactive plan should include information about:

  • Outline how you’re handling the coronavirus
  • Whether it’s impacting you
  • How you’re adapting your business to combat it

To make content as accessible as possible, it’s important to distribute and promote across as many channels as possible. At a minimum, you can promote on your website, via email, and social media channels.

If you’d like to talk about what your business can do to effectively communicate with customers through the coming months, then we’re here to help.

Category: Marketing