In these uncertain times with pandemic restrictions affecting our lives and businesses, communication with your customers is even more important but needs to be done with care.
While you should be sparing with your communications, as people are feeling overwhelmed by the massive communication since the outbreak of the epidemic, it’s vital you stay in touch.
Regular update communication to advise your customers how your business is dealing with the current situations; how you are still there for them; and what precautionary measures you’re taking are crucial now that we live in a limited world of “bubbles”.
The communications can be published on your website, as an email or on your social media – in fact, preferably all the mediums you have to contact your customers. Think of other ways of communicating (see ‘Have a conversation with your customers below).
For example, in recent times SMS messaging is gaining in popularity amongst businesses, large and small. It’s a way you can reach your customers more immediately – important with the state of flux we are experiencing.
However, as text messaging is a much more personal way to get in touch with your customers, it requires you to think critically about how often you’re communicating through this channel and what you’re choosing to say, especially in the present crisis.It’s also useful to have a Question & Answer and/or Frequently Asked Questions link on your website, so you can regularly provide updates as circumstances change. This avoids sending a barrage of emails.
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