How to communicate with customers on the withholding date under the epidemic situation

(1) shows your concern. People usually seek contact when they are uncertain, and companies in the community play a role in this. Consider sending information to customers to show that you are aware of this problem and can provide useful resources. Social media, e-mail or online communities are all special media to get short instant messages.

(2) Actively communicate with customers. During the crisis, customers are more dependent on you than ever before. Proactively announce the change or impact of business. Don't let customers look for the information they need-instead, bring it to them. Active communication can release employees' energy and make them focus on their own tasks instead of answering the same customer's questions repeatedly.

Establish appropriate communication in various channels, including e-mail, SMS, push notification, social systems and special web pages. Establish feasible methods to synchronize with customers and employees when appropriate.

(3) Provide a shoulder to lean on. Implement some more humane measures and countermeasures. For example, during the novel coronavirus epidemic, walgreen and CVS exempted prescription drug distribution fees. Some small enterprises are not far behind. I received an email from a local deli, which provides free delivery service for customers over 70 years old within a radius of 5 miles.

(4) inspire your audience. Those who are unaffected can often help others when necessary. You can be a catalyst, make people radiant, and do your best to help, such as sharing donation channels; Communicate your position; Assist in collection and coordination; Donate goods, services, money or time, etc.

(5) Review your information list. Check your entire information flow, including social media, promotional and trading emails, push notifications and text messages, and determine the information channels that need to be suspended or switched. Otherwise, if a message is considered inhuman or incorrect, or if you want to take advantage of a tragedy, you will risk damaging your brand.

These communications must be the efforts of the whole company. Establish a cross-functional "Go team" composed of experts from public relations, social interaction, e-mail, mobile, website, design, logistics, supply chain and customer service to coordinate the team and work.

Then, create a plan, record the responsibilities of the whole organization related to customer communication, and establish a crisis strategy and communication template. If you have enough time, you can practice in advance to ensure that your plans and strategies are reasonable.