Marketing Through COVID-19 – B2C Checklist

March 26, 2020

How are you adjusting your marketing to deal with the coronavirus situation?
Whether you are dealing with shelter in place ordinances or still able to operate, ongoing marketing may not be top of mind right now, but in fact, it should be on your priority list. So, we have assembled a quick checklist of things to help you stay on track.

  1. Talk to Customers – This crisis will definitely test the loyalty and the depth of the connection that every business has with its customers. If you or someone on your staff can take a few minutes to pull back from the operational challenges to speak with your customers, you might be surprised by what you learn from it. There might be ways that you can continue to operate or adjust to serve them. You might be able to strengthen your relationship by acknowledging the customer’s situation. It starts with listening and understanding.
  2. Outline Your Key Messages –  Make sure that you are communicating your most critical information. Do your clients know whether you are still operating and how things have changed? Start with a list of critical details and think about which communication methods you will be using to keep customers updated.
    • Location closures or adjusted hours
    • Ecommerce options
    • Best phone numbers
    • Curbside and delivery options
    • Reduced product offerings / limited services
    • Innovative packaging and bundling
    • Changes to ongoing or creation of new promotions
    • Gift cards and Pre-purchase discounts
  3. Use Your Email Lists – It’s fast, easy and practically free.  Do this now and do it frequently to keep customers up to date on the latest changes.
  4. Website Updates – Thankfully, the Internet is still working.
    • Update the header area or add a pop up to grab attention.
    • Do you need a whole page of information?
    • Newsrooms and blogs are easy places to add ongoing announcements.
    • Personalized messages or videos from the owner to customers brings a touch of humanity back into the situation.
    • Add a chat to your website and have it managed remotely to improve response times.
    • Add a pop-up with email capture or “follow us on social” links so customers can stay informed.
  5. Physical Signage – People are not out driving around much right now, but if your customers used to come to your location(s), do this just in case. If your brick and mortar location is temporarily closed, put up a simple physical sign with information on how to contact you and where to look for new and emerging details This will save you from having to continuously update the sign. If you’re offering curbside or pick-up services, directional signage and process instructions will help your on-location team reduce verbal commands to each and every customer.
  6. Social Media – Social media will offer a lifeline for many businesses.
    • If you still have a strong business offering, pay to promote your posts to ensure that you are seen.
    • If you haven’t built a social presence before now, you still can! Did you know you can upload your email database to create a custom audience and lookalike audiences in Facebook and Instagram?
    • Update hours and information in your about us section and post about it whenever something changes.
    • Use profile graphics and cover images to promote critical information and major updates.
    • Look for fan groups, associations and news outlets that are building lists of businesses to support and join the conversation.
  7. Text Messaging – If you have a text messaging system, use it. Include quick details on offers or links to the website or to social media for longer messages.
  8. Google My Business – Update your google business hours and location information.
  9. PR and Traditional Media – Send a release with hours, locations and offerings to local media.
  10. Adjust prescheduled advertising campaigns –  Don’t let prescheduled campaigns run on autopilot without reviewing messages, costs and audiences. You may need to pause anything that isn’t relevant given the current situation. Also consider reducing brand awareness campaigns while beefing up ad spend on platforms that directly drive sales in a measurable way.

Need help putting an emergency plan and messaging together for your business? We can we help! Start a chat with us or fill out a contact form to schedule a free consultation.

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