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April 30, 2020

Communicating with Customers During COVID-19

The COVID-19 crisis has left everyone wondering what is going to come next. During this waiting game, small businesses across the world are trying to decipher the best way for communicating with their customers during COVID-19.

One thing is certain: the team at Pink Dog Digital will always have the answers to your digital marketing questions. Follow these communication tips below to keep a strong relationship with your customers and audience.

communicating with customers covid-19

Change your marketing strategies

The world is in no way the same as it was back in 2019. Since the coronavirus outbreak, consumer behavior and thought process are completely different.

A majority of companies have their marketing approach and content planned out months in advance. But this does not mean you should proceed ahead as planned.

Your marketing efforts and online presence should be consistent with what is going on in the world.

Instead of focusing on sales, reposition your marketing approach to being a resource within the industry. This will allow your company to stay relevant and in the minds of consumers without presenting a bad image. Start by writing relevant blog posts, hosting virtual webinars, and establishing partnerships.

Support the local community

The best part about small businesses is their affinity for other small businesses within the community. It is always good, and especially right now, to support industry partners, sponsors, and those supporting the local community.

Now is not the time to be petty or competitive. If another company is doing good in the neighborhood, give them a shoutout, and highlight their work. Many companies have donated supplies to hospitals and treatment centers or donated meals to front-line workers and families in need.

If a company has supported your business in the past, share different ways your audience can help these companies during this difficult time. This could include buying gift cards, ordering delivery service, or leaving a 5-star review.

There is already so much negativity and distress in the world, so take advantage of this opportunity to spread positive energy. Your customers and audience are sure to appreciate and remember it.

Avoid out-dated information

The situation is evolving every day, which means information and statistics are constantly changing. When communicating with consumers, avoid providing generalizations and statistics that might not be accurate the following day.

Companies should be prioritizing the information that is specific and relevant without being belated. If you are sharing timely statistics or other data, make sure you are putting an asterisk to notify an “As of” date.

It is also not a good idea to put out content or statements without concrete supporting evidence. No customer appreciates being lied to, especially by one of their favorite small businesses. Instead of retaining customers, you might lose their business forever.

If you would like more information about communicating with customers during COVID-19, need help managing marketing efforts during this crisis, or other digital marketing services please contact us at (410) 696-3305, email us at info@pinkdogdigital.com, or visit us on the web at www.pinkdogdigital.com.

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Gina Ramsey

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