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

Visit the COVID-19 resource hub

Get the news and resources you need to stay informed and protect your business.

1. Stay true to your mission 

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

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