Trends Report

A Crisis Customer Communication Checklist: Dos And Don’ts

June 26th, 2020


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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.