Brands should use social media to offer genuine assistance to customers amid COVID-19 outbreak

New Ideas in MarketingEssential news for marketers, summarised by YouGov
March 25, 2020, 4:45 PM UTC

They should understand their unique role in people’s lives and help them feel better.

This piece argues businesses should show their human sides on social media platforms while offering helpful and relevant information amid the current crisis. Marketers should focus more on ways they can contribute to improving the current scenario.

Brands should emphasize on offering genuine customer support and assistance to their consumers wherever possible. Marketers can also structure their customer support in a way that can help people who may not be familiar with e-commerce, like the elderly ones.

Businesses should keep in mind the impact of social distancing on the mental health of people while looking forward to building engagement and connection within their communities. The author suggests brands can offer support in a manner that conveys a “personality that cares”.

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[4 minute read]