Consumers feel massive amounts of uncertainty with the state of this global pandemic. They have an urge from their primitive brain to create as must certainty in their life as they can control. As a result, we have seen consumers flock to panic buy toilet paper, beans, frozen food, and more. So that they can create the certainty within their household and not worry about the "what if I run out."
As consumers interact with your brand digitally, it is vital to communicate clearly, effectivity, and with certainty around services and product. Consumers will avoid uncertain brands as they can lead to increased anxiety and fear, which is already elevated in a time like this.
You may be thinking what should I be communicating to my customers? Well, now is a great time to talk with your call and chat centers to see what the most commonly asked questions they are receiving and prompt those answers directly onsite and within different user journeys. This could range from general delivery questions to delayed payment options. Not only will this benefit the customer, but it will also decrease call/chat usage.
The brands that put their customers first and speak to them directly will emerge stronger from these tough times.
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