Brands should incorporate empathy and care into their social media communication during pandemic

New Ideas in MarketingEssential news for marketers, summarised by YouGov
March 20, 2020, 1:40 AM UTC

Marketers should craft social media content and over-communicate with their consumers to effectively guide them in times of crisis.

This article recommends brands to rethink their content and social media management strategy for crises like coronavirus. Social media posts must be empathetic while focusing on the key information to help marketers address the consumer’s changing needs.

Travel companies should prioritise customer support to keep their consumers updated about travel schedules. Communicating the local business hours lets brands make their services more accessible to consumers.

Companies should over-communicate, rather than under-communicate to make sure their consumers are up to date on their business activities. Hosting webinars and creating remote working resources can support employees and retain consumers. Company leaders can also leverage social channels to support their employees.

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