Eyal Gutentag on How to Stay Engaged with Consumers and Employees During The Pandemic

As we adapt to living during the COVID-19 pandemic, companies must adapt as well. Engagement with consumers and employees has always been a crucial part of any business. But for many industries, in-person interaction is no longer a safe option. Social-distancing is forcing organizations to get creative with how they communicate with their teams, as well as with their customer base. In these uncertain times, it is more important than ever to communicate clearly in order to maintain engagement.

One of the biggest challenges business owners face is getting updates to their employees and customers in a timely fashion. During a crisis like this, it is more important than ever to ensure that the data being shared is accurate and up to date. Your best bet is to keep honest and open communication with your organization and consumers, through both the good and the bad.

Here are some tips on how to stay engaged with consumers and employees during the pandemic:

Establish a place where employees and consumers can get help.

A common issue for both team members and consumers is that they are unsure of where to go for answers to their questions. One solution is to provide information and updates through an interactive online portal. If your company doesn’t have this technology, a simpler solution would be to have a page on your website that is updated frequently. Depending on the size of your organization, you may want to have someone on call to answer questions via web chat or phone. Either way, you should be addressing any questions as they arise for your employees or customers. Having these answers available in one centralized location will save both you and your team time and energy.

Provide training courses to keep employees and partners educated.

As our world changes, one of the best ways to keep your team and partners safe and engaged is through education programs. By providing your employees with updated training materials, safety information, and online courses, you can make them feel both safe and valued. If your company is experiencing reduced hours, it may be wise to identify any employee skill gaps and utilize this downtime to improve them. If your employees are working from home, make sure that any training materials are easily available on home devices. Whether it’s COVID-19 safety information, or a course furthering industry knowledge, training can help businesses succeed when employees finally return to full-time work.

Host online socials for employees and customers.

While in person events are no longer viable, there are plenty of opportunities during the COVID-19 crisis to continue to build community. If your company has moved to a work-from-home model, you may consider hosting a weekly Zoom gathering or Happy Hour to keep your team connected. It is especially important during trying times to foster company culture and community support.

Facebook and Instagram both have live streaming options which can be used to announce updates and changes. Many businesses are also using these platforms to host online social events to keep their customer base engaged. Get creative and brainstorm with your team to find ways to connect with consumers through social media. Games, prize giveaways, and product previews are just a few of the ways you can utilize online gatherings to keep consumers excited about your brand. Forward facing communication shows the world that your brand is resilient and innovative, even in the most uncertain of times. – Eyal Gutentag