- Given the rapid evolution of the Covid situation, overcommunicate with external stakeholders with open and transparent updates.
- Be truthful about what you don’t know and avoid sweeping statements that may prove to be false in the coming weeks. The world knows the uncertainty of COVID-19, and isn’t expecting you to predict the future. Rather, they want to be informed and confident that you’re responding to the best of your ability.
- Avoid a situation where there are inconsistent and contradictory communications being shared with customers, business partners, suppliers, and investors.
For B2C businesses:
- Provide updates on how you’re putting customer health and well-being first.
- Prepare and disseminate FAQs within the app as well as over email and social media handles.
- If the service is going to be disrupted, mention it upfront, instead of customer realising that after placing the order
For B2B businesses:,
- Keep your customers updated on what to expect, so that they can better plan for any disruptions.
- Understand key customer challenges, and if you can support in any way.
- Listen to possible solutions they have.
- If possible, try to communicate over VC or phone calls.
Enable your teams for success.
- Provide employees with the right messaging to provide to customers and partners.
- Once employees are given messaging, choose communication channels that make sense for each stakeholder group.
Create a dedicated team for interfacing with regulators, police etc.