A Crisis Customer Communication Checklist: Dos And Don’ts

June 26th, 2020

Dipanjan Chatterjee VP, Principal Analyst

Amit Bhatia

Summary

As the coronavirus pandemic hit and business dropped, brands went all in to keep customer engagement afloat. Often, this resulted in the opposite of what brands intended. Customers can see through inauthentic responses. Use the checklist in this story to see if planned or draft customer messaging is effective, is easy to understand, and evokes the right emotion.

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