The horror of COVID-19 has made it a tricky time to sing your company鈥檚 praises. How can you exhibit sensitivity while marketing听and provide top customer service?听
Rachel McElroy, chief communication and engagement officer, Solutionize听Global听
鈥淐ommunicate with authenticity. The marketing mix must be timely and positioned with the right tone whilst maintaining a positive narrative. Think, think and think again about what you want to communicate and consider how the message will resonate across different audiences.鈥�
Howard Williams, commercial听director, Parker Software听
鈥�If you鈥檙e in a position where you can afford altruism, do so. As a SaaS company, for example, you might offer customers transitioning to remote work extra user seats of your service, at no extra cost. Or, as a goodwill gesture, consider offering discounts to healthcare providers using your solution.鈥�听
Becky Armiger, head of听marketing, Access2Funding听
鈥�Assist clients by setting up a private LinkedIn group so businesses can build their own support network.听Be mindful that many businesses may be struggling so target your marketing carefully, be sensitive and empathetic.听Ask听clients听regularly if they need any assistance and check they are well.鈥�听
Damien Crean, Hutch Marketing听
鈥淎 fundamental rule of marketing is 鈥榓lways appear to be advertising鈥� – businesses must always communicate with their target market. Pressing the pause button isn’t the best plan of action. Be proactive: sending optimistic messages to potential customers may benefit your business down the line.鈥�听
Matt Jones, marketing听director, MyBuzz听Technologies听
鈥�Support must be a priority听when it听comes to customer service. Be empathetic:听remember, people need help, they’re not just听鈥�users鈥�. Most aren’t tech experts and value patience and positivity.听And be听authentic: avoid bots听as听people value interactions with real people who listen.鈥�听
Gero Decker, CEO, Signavio听
“Organisations should take a personalised approach to customer service. This doesn’t have to mean increased time:听it could be adding in a chatbot to supply customers with a 鈥榬eceipt of issue鈥� message, or听allowing customers to talk to the same employee about their issue with ticket numbers attached.鈥�听
If you would like to contribute to听老九品茶Cloud’s听features in 2021 – including Quick Tips advice and in-depth Explainer reports – you can see the available topics and submit contributions听here.听