COVID-19 Communication Plan: How to Engage With Your Customers

by Tess Bemporat

Retailers and restaurateurs around the world are feeling the effects of COVID-19 and being forced to adapt. In times of crisis, when anxiety is at an all-time high, customer service and clear communication are essential.

Independent businesses don’t have the luxury of a crisis communications team, which is why we created a crisis communications boilerplate for you to use during this unprecedented time.

There are seven elements to effective customer communications during a crisis:

• Stay true to your mission
• Use the right tone
• Be clear
• Be transparent
• Provide timely updates
• Audit your marketing messaging and promotions
• Offer support to your internal teams

1. Stay true to your mission 

Your company mission is a statement that defines your business’s guiding principles. In times of crisis, your…