en DE RU
Request Demo

Table of Contents

    Warning: count(): Parameter must be an array or an object that implements Countable in /www/exponeav2_696/web/exponea/single.php on line 160

    Warning: Invalid argument supplied for foreach() in /www/exponeav2_696/web/exponea/single.php on line 163
    video with id = 1 not found
    Notice: Undefined variable: style_settings in /www/exponeav2_696/web/exponea/single.php on line 202
    >
    Notice: Undefined variable: html in /www/exponeav2_696/web/exponea/single.php on line 203
    Listen this article on:

    Marketer’s Checklist for Navigating COVID-19

    Insights Mar 18, 2020 Jamie O'Gorman 2 min read

    Dear Exponea Customer, 

    Many brands are facing the reality of messaging that was ill-timed or even insensitive, and we are here to ensure that you are prepared to continue to deliver great products and exceptional service.

    With that in mind, we’ve created the following checklist and resources for consideration in your marketing strategy over the next few weeks.

    Marketer’s checklist:

    • 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)
    • Create a segment that shows which consumers have increased their online purchases and send a “check in” message to make sure they’re ok
    • Prepare for “back-in-stock” campaigns once things are up and running
    • Create segments by geography where stores have closed letting consumers know and giving them the option to shop online
    • If you offer chat or phone support, make sure to prepare your team to respond appropriately to consumers during the uncertainty and reassure them you’re here to help
    • Extend your return windows, make it easy for them to do business with you and proactively message this to recent purchasers; give tips on how they can print return labels and schedule pickups (maybe even cover the cost?)
    • Make it easy for your customer service representatives to offer credits and be flexible in helping
    • Add no-touch delivery to your delivery options if possible

    Wednesday, March 25th at 10am EST we’ll have an open Zoom, offering our customers the opportunity to collaborate with Exponea and each other to discuss how your businesses are handling the ever evolving situation we are navigating as a community. We will have a group for executives and a group for practical, hands-on users and will attempt to host these calls in a regular cadence.

    If you would like more tips, insights, and examples on this topic, Jordie van Rijn and John Walsh put together a massive overview
    with an abundance of advice on email marketing during a crisis
    like COVID-19.

    Watch Exponea demo video!
    Explore the Customer Data & Experience Platform B2C Leaders Love to Use

    MISSGUIDED Victoria Beckham Desigual
    ebuyer Agent Provocateur River Island

    We rely on cookies

    to optimize our communication and to enhance your customer experience. By clicking on the Accept and Close button, you agree to the collection of cookies. You can also adjust your preferences by clicking on Manage Preferences. For more information please see our Privacy policy.

    Manage cookies
    Accept & close

    Cookies preferences

    Accept & close
    Back
    X
    We use cookies to optimize our communication and to enhance your customer experience. We also share information about how you use our website with our third parties including social plugins and analytics. You consent to our use of cookies if you continue to browse our website. You can opt out of our cookie use on the Do not Sell my Personal Information page. For more information please see our Privacy Policy.