• 50% of consumers think brands should talk as they have always done
• 50% think companies should talk about their own brand in a carefree and light way.
• 41% think brands should avoid humorous tones.
Source: Marketing Week
Your customers are probably curious. They want to know what is happening with their favourite brands. Are their changes to deliveries, types of items available or is there an impact to pre-existing orders?
We’ve pulled together some examples from UK brands on how they are keeping their customers informed that you can take ideas from:
1. Keep your customer happy by updating them on business as usual questions
With many brands having less staff, this can impact part of your business operations such as deliveries. In these times you need to be open and honest with your customers and let them know if there are any changes to expected delivery times.
If you are lucky enough to be able to keep business as usual, then delight your customers by making sure they know they can get their favourite items or products with no disruptions.
By communicating this key bit of information, along with providing easy quick links for tracking, you can ensure the experience with your brand is smooth from purchase to delivery.
Equally many retailers are providing more flexibility to their customers and extending their returns policies during this period, as many customers may struggle to be able to send unwanted items back.
This value add is another way your brand can build a positive perception in customers minds, and that positivity will benefit you in the long run.
2. Reassure purchasing with your brand is safe
You may have communicated well with your customers in the right channel with key messaging around delivery and returns, however many consumers may still have concerns around purchasing and receiving parcels from your brand at this point in time.
This is a great opportunity to highlight the hard work and dedication of your staff adhering to any safety precautions within your warehouses, and also your delivery drivers who can take extra safety in handling your packages and offering a contactless delivery option.
Putting your customers minds at ease will help make their purchase decision making process less stressful.
3. Utilise the experts you have internally
Your customer service teams are probably busier than ever receiving calls from worried or frustrated customers.
These people are a fountain of knowledge of what your customers are asking so make the most of them!
Make your marketing the voice of the customer by compiling a list of most common questions asked to your customer service teams and then make sure those concerns are addressed through your marketing comms.
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When you’re facing unprecedented situations like the current COVID-19 pandemic, it can be hard to know the best thing to say, or the best way to engage with to your customers.
The good news is that we’re all in this together and now more than ever we need to be creative, but also sensitive, and ensure you keep your customers informed and up to date as your business changes.