How to Connect with Customers During COVID-19

By: Kassi Burke

The past several months have been trying for everyone. The coronavirus pandemic knocked us all off of our feet and while some businesses have bounced back financially, many have not. At the same time, the United States is experiencing a period of social unrest. We are also just days away from what many consider the most important election of our lifetime and tensions are high. Most if not all are feeling weighed down by the heaviness of this season. How does a company market and connect with both prospects and customers without sounding tone deaf?

Keep Them in the Loop

Continue to communicate with your customer base throughout the duration of this challenging period. Let them know what changes you’ve made to the way you run your organization. Remind them that the health and safety of both customers and employees is of the utmost importance.

Offer Ways to Connect Virtually

In the ERP business as well as many other industries, traveling to be onsite with customers as well as prospects is important. With travel restrictions in place and in person meetings on hold, organizations must find other ways to connect. This could mean hosting periodic webinars, virtual conferences, or something as simple as video meetings to get in some face-to-face time.

Continue to Create Content

Blogging and social media posts let your customers know you’re there without filling up their inbox with emails. Blogging and social media platforms offer an easy and effective way to engage with customers, prospective customers, and even just the general public.

Check in on Customers Just Because

With many employees still working from home, this time can feel pretty isolating. Account managers should be checking in with customers regularly.

Double Check All Communications

Before sending out an email blast ask yourself, “is this something I really need to be sending”? Customers will appreciate their inbox not being bombarded with the same old marketing material. Be sure all communications have a purpose behind them.


Remember that we are all in this together. Empathize with what your customers might be experiencing during this difficult period. Your relationship with your customers is more important than any product or service you could be selling so be mindful of that in your marketing and communication pursuits.

Topics: Customers, Community, ERP, Customer Relationship Management (CRM)

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