How to Stay Engaged with Your Audiences During a Crisis

How to Stay Engaged with Your Employees and Clients During the Coronavirus Pandemic_title slide

Struggling with how to stay engaged with your employees and clients during this unsettling time? Keep these tips in mind while creating your communications.

Employee Engagement Tips During a Crisis

How to Stay Engaged with Your Employees During a Crisis

First, reassure your employees regarding their pay. During a crisis, consistent income is vital to helping people stay calm and positive. If there are any changes, be transparent and communicate them as soon as possible. While everyone is frazzled, try not to make a knee-jerk reaction to a crisis. Can you implement smaller changes now to avoid laying someone off? Try to protect your employees’ pay as long as possible.

Along these lines, be transparent with your employees about the current state of your business. Don’t paint a rosy picture if you’re struggling or the crisis is impacting your operations. Your employees are adults, so they want you to be straight with them. Remember, you’re a team and you’re all in this situation together.

If your operations have been impacted, set expectations for your new reality but offer flexibility. Change scares people, so try to work with employees while you’re implementing new procedures and workflows. Are your employees working from home for the first time? Help them feel comfortable in their new environment, so they can be productive and contribute to the business.

Employees need to believe that their organization is able to handle the crisis. Here are some tips to make that happen: How to lead in times of crisis | Fast Company

 

While you’re adjusting to your new normal, communicate changes and updates to your team so everyone’s on the same page. However, let your employees do their job. It’s easy to over-communicate during stressful times, but bombarding your staff with emails ultimately won’t solve anything. It can actually hurt your operations and make your team less productive.

In addition to communicating changes and updates, help your employees through this unsettling time however you can. Change can be hard, so reach out to your team and offer your help to navigate their new reality. Whether it’s tech support or upgrades while working from home or sending a care package to show your appreciation, remind your employees that you’ll get through this challenging time together.

One way that you may be able to streamline your operations and help your staff work through changes is to utilize cloud-based collaboration tools, such as Trello or Basecamp. Find a solution that fits your needs, so your team can work together wherever they may be. Video calls and Google Hangouts can also facilitate connection and help your employees work together on projects.

Finally, encourage your team to take care of themselves during this stressful time, including their physical, mental and emotional health. They’ll be much more productive if they’re in sound mind, body and spirit, so do what you can to assist them with their efforts—especially during a crisis when people are stressed out.

Whether you surprise and delight staff members with a delivery to their home or give them a day off, show them that you care about them as people and how they’re coping with the crisis. Besides being the right thing to do, it will help cement employee loyalty when things return to normal (or your new normal).

Client Engagement & MarketingTips During a Crisis

How to Stay Engaged with Your Clients During a Crisis

A crisis hits—your company, your industry or the world. Should you continue to engage with your clients? Yes, and here’s how.

First, communicate any changes or updates that affect your clients. You don’t need to email them every day or every time you update a workflow unless it specifically affects them. While your clients will appreciate your transparency during this tough time, they won’t appreciate spam at any time.

If a crisis has affected your community, country or the world (like the novel coronavirus), respect that your customers may be working from home with different availability and preferences, especially communication. While they may have been happy to jump on a call before, now they may prefer an email or message on Facebook. A Zoom call may need to be scheduled, so your customers can ensure their children are entertained or dogs are in another room. Listen to your customer’s current needs, so you can continue to deliver an impressive customer experience.

You can remain in touch by offering relevant, valuable resources, tools and tips based on what you do. Don’t feel the need to provide a play-by-play update of what’s happening. Stick with providing information your customers can use during the crisis. For example, during the coronavirus pandemic, a lot of people are working from home—many for the first time. Are you a veteran at working from home? Share tips to help your customers new to this environment adjust and feel more comfortable. Remind your customers that we’ll get through this unsettling time together.

Good Communication Can Save Your Brand During Quarantine | Entrepreneur

Should you still market your products and services? Yes, as long as they are relevant and you use good taste. Don’t joke about a crisis, or try to take advantage of people during a time of need. (You should never try to take advantage of people, but it’s an especially bad idea during a time of crisis.) Any short-term gain is more than offset by the long-term fallout. Base your marketing efforts on what your customers (or prospects) are asking for during this time.

Finally, make sure your tone is empathetic and appropriate. When people are scared or hurting, they’re less likely to think jokes are funny or appreciate your sarcasm. Let your customers know that you’re ready to support them through this crisis however you can. And by however you can, insert actual ways you’re supporting them that make sense for your business. If you’re in a position to host a fundraiser for your community, put one together. If you can donate goods or services, do it. If you can stay open to serve your community or audience, do that. Remember to review all communications, including scheduled content, to make sure it’s appropriate during a crisis.

Client Communication Tips During a Crisis

We hope these tips help you navigate the uncertain times we find ourselves in or a future crisis. Want to download our tips in a single presentation?

How to Stay Engaged with Your Employees and Clients During a Crisis

Still unsure? We’re here to help with all of your employee and client engagement needs. Contact us to discuss your needs, or leave your questions or additional tips in the comments. We hope you’re staying safe and following the guidelines issued in your area. Remember, we’re all in this together.

Your Communications Captain,
Jaime

Let’s chat (about your communications, your marketing needs or work from home tips):

 

 

It’s Show Time! How to Make Your Next Event More Memorable

It's Show Time! How to Make Your Next Event More Memorable

What a start to the year! CCC kicked off 2020 on the road at client events, and we feel like we’ve been recovering ever since. Whether you’re hosting an event or exhibiting at one, we picked up some important tips to make sure attendees remember you—in a good way.

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Create an Immersive Experience

Experiential marketing is hot, because it invites your customers or attendees to become part of your brand experience. Instead of just telling attendees about your products or services, show how they can be used. Then, your customers or attendees will be able to picture themselves using your products or services—and understand why they need to buy. In today’s connected world, experiential spaces also provide a backdrop for selfies and Stories that will spread your brand’s message across social media.

The immersive experience you create will depend on your products and services, your budget and your brand’s story. What type of experience do customers expect from your brand? What benefits do your products and services deliver? How does your brand improve your customers’ lives?

Once you create a strategy, think about your budget. If budget isn’t an issue, go crazy! If you’re trying to operate on a smaller scale, think big in more creative ways. Instead of building a structure, create a space like basecamp did (pictured above) to showcase its outdoor and lifestyle products. Don’t be afraid to get creative! It’s amazing how you can transform a space when you think outside of the box (or booth or room).

3 Big (Affordable) Marketing Ideas for Your Small Business

Hosting an event? Seek sponsors to help with costs of experiential spaces. How can you incorporate the sponsor’s company or brand, so they see a return on their investment? Or partner with fellow companies or brands that make sense, so you can dream bigger together.

Always Be Educating

Explain how attendees can use your product or service in terms your audience understands. Perhaps you’ve come up with novel product applications someone wouldn’t think of from looking at your product, or there’s more than meets the eye. Demonstrations help showcase hidden or overlooked features, novel uses or complex services.

Can your products or services be bundled with others to create a more complete user experience? Show the finished kits or bundles to your attendees, so they can see it for themselves instead of trying to picture it. If your service is frequently used with other services, demo them together to show a more extensive solution to your guests. This is a wonderful opportunity to partner with companies that sell products and services that enhance yours to split costs and pursue larger opportunities.

Selling a complex solution to a business market where buyer’s journeys tend to be more complex? Events are the perfect opportunity to talk to buyers face-to-face or answer targeted follow-up questions after attendees watch a video or live demonstration. Drum up interest by scheduling appointments or meetings ahead of your event and offer incentives to do so. You’ll be assured a steady stream of prospective buyers instead of hoping that attendees will stop by. If possible, offer walk-in demos in order to take advantage of floor traffic. You could leave some time towards the end of the event for attendees who expressed interest onsite, even offering a last call group demonstration before answering questions one-on-one.

Welcome_Springhill Suites

Offer Unexpected Value

Make your event memorable by offering value at every turn. Set the tone by welcoming attendees with a special surprise in their room or an event survival kit when they check in. Set up a relaxation station or recharge zone with a coffee bar, free WiFi, quick massages, seating areas, phone chargers, nature scenes/sounds and/or animals to play with. It’s amazing how puppies or llamas can lower your stress level!

4 Ways to Add More Fun (& Productivity) To Your Events

Sound out of your budget? Talk to a local animal shelter about bringing adoptable dogs to your event. The dogs will receive some love and attention, and the shelter will be able to show some of its animals, pass out its information and possibly even find some forever homes for its furry guests. Can’t build a Starbucks? Rent some Keurig machines so attendees can brew their own coffee. Look for a local massage school to work your event. The students will gain experience while they’re working toward their certifications, and schools are typically less expensive to work with than experienced professionals.

End your event with a celebration to remember, and tie it into your event theme. Sure, first impressions are important, but make sure attendees leave your event (or booth) on a good note. When attendees are enjoying themselves, they’ll get more out of your event—and spread the word about the wonderful experience they had. After all, what happens in Vegas now ends up all over social media!

Looking for help planning your next event? We can create a plan that works for you.

Event Feedback

What feature or amenity have you loved at an event?
How have you created an immersive experience for your guests or customers?
What tips would you add to make your event experience more memorable?

On the road again,
Jaime

Let’s chat (about your event needs, marketing ideas or when spring is coming):