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Many brands are facing the reality of messaging that was ill-timed or even insensitive. The COVID-19 pandemic has already had a tremendous impact on consumer behavior, and brands continue to face tough decisions on how to respond. All brands are affected, one way or another, and all marketers should take steps to ensure that their marketing strategy is in line with consumer needs during this crisis. In times as turbulent as these, it is important to act with safety as the number one priority and to keep lines of communication open.
With that in mind, Exponea has created the following checklist and resources for consideration in your marketing strategy over the next few weeks.
- Send an email reassuring your customers and let them know you and your business are concerned about them, also provide some real resources
- Review your emails that relate to shipping: change language like “free shipping, expedited shipping” to “thank you for your patience and your business, it might take some time to get to you”
- Check your automated templates, make sure they are written in a way that takes current circumstances into account (don’t send a “we hope you’re looking forward to your vacation” when it’s likely they’ve had to cancel)
- Pause some of your automations, particularly the ones that aren’t adding value to the current situation in your market
- Use frequency capping to limit emails to one per day in Exponea, your automations in a normal week could be seen as positive but during time of consumer concern it could have a negative view (unless you’re sending API triggered communications)
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