According to BDO Canada, these 5 tips can help retailers communicate with their customers to help keep them informed and reassured during a time of uncertainty.
1. Be Transparent
Be honest and open with your customers to help give them a sense of reassurance. State what you are doing during COVID-19 to help them with their needs and safety, whether that be store sanitation, new store rules, online shopping and how you provide curb side pick-up or shipping options. State your services prominently on your website, on storefront signage, and in your retail space.
2. Be Empathetic
Now more than ever, people are looking to be comforted and uplifted. Be understanding of what others are going through. Show your support and/or concerns for the community, for your staff, and for your customers.
3. Be Quick
Keep your customers up to date through email campaigns, website updates, and through social media. It is important to keep your customers informed in this ever-changing landscape, such as changes to store hours, how they can reach you, delivery options, and so on.
4. Be You
Align your message to your brand, be authentic where customers can relate to you and give them a sense of familiarity.
5. Be About Your Customer
Think about your customers needs with these four key questions:
1. What do they want to know?
2. How will my communication make them feel?
3. Where and how do they want to hear from me?
4. How will they respond and react?
Communication is key in the road to recovery. Effective communication will help retailers maintain relationships and connections to customers during this time of uncertainty and will set them up on the right path in a post-pandemic world.