Like everyone else, marketing and communication professionals have had a challenging few weeks. As the pandemic expands, marketers and customer experience professionals have done their best to keep up with, and bridge swiftly shifting consumer and brand needs.
We rapidly transitioned from a period when brands debated if they should communicate about COVID-19 to now, with brands tripping over each other to broadcast their coronavirus email messages to customers. If your inbox is like mine, you received almost no brand emails about the virus before a week ago, but in the past week, the volume has exploded. Brands seemed to go from COVID-19 denial to COVID-19 FOMO in a matter of days.
On Friday, I received more than two dozen brand emails about COVID-19. The problem is that few of these messages took a customer-centric approach; instead, the race to email consumers reflects a growing sense of brand virtue signaling, or outright desperation for business.
Consider what customers need and want to hear from your organization to best help your brand while dodging potential risks.
Avoid Virtue Signaling
Virtue signaling is when your brand conspicuously expresses its values without actually taking actions to live by those values. Today, it's not enough to tell consumers that you're aware of, and reacting to, the pandemic - everybody is. We also don't need to know that your brand is keeping your employees safe - we hope that's business as usual. Finally, no one needs to hear how your brand is striving to continue its operations uninterrupted - it would be real news worth sharing if you weren't. If that's all your brand has to report to customers, then you don't need a special COVID-19-themed brand communication at this time.
For example, my mortgage company, with whom I have a completely digital relationship, felt it needed to email me "An important message" simply to say, "The health and safety of our customers and team members is - as always - the most important thing to us." How does this company, which merely processes my auto-payments once a month, have any impact on my physical health? And why would it be necessary for any organization to state it cares about the health of its team members? Put that on the list of the many things I assume is true of every brand, and thus, need not be said, such as that it follows laws and that its CEO puts pants on one leg at a time.
The problem with marketing messages that merely signal your brand's virtue without doing anything further is that they waste customers' time, and do little to impact your relationship. In fact, messages like that can do more to hurt brands because of what's missing - anything meaningful for customers.
What one might expect of "an important message" from a mortgage processor during this global health crisis is information about what will happen if customers are unable to pay their mortgage. This email didn't address this topic, and the glaring omission of content to help or comfort customers only makes the brand-centric virtue-signaling that much more evident and damaging.
Don't Signal Your Brands Desperation
These are tough times for businesses large and small, and they're going to get tougher in the coming weeks and months. Companies can be excused for wanting to keep customers buying, but they cannot be forgiven for making their self-interest and desperation evident in marketing communications.
About a quarter of the COVID-19 messages I received on Friday came from businesses with physical locations that wanted me to know that they are regularly cleaning, urging employees who are sick to say home, and are still open for business. Those sorts of notices, absent any offer or helpful content, do nothing to differentiate the brand from every other brand that's saying the same thing.
Furthermore, if your company is considering a message to drive physical traffic to real-world locations this coming week, hit the pause button long enough to consider if that train has already left the station.
Here in the US, the CDC is recommending social distancing of six feet, the media is full of guidance that urges people to stay home, and the social pressure to take action that saves lives is growing - this morning on Twitter, "#StayTheFHome" is trending. Unless your business is essential (to others, not just to you), then it may be time to shift strategies away from driving physical visits.
For example, a Sonoma winery sent me a message intended to seem comforting, but instead sounded tone-deaf:
"Our doors will remain open, the live music will carry on, and our staff would love to say hello and treat you to a cup of coffee."
Nothing conveys how much your brand cares for customers like telling them to violate CDC instructions that save lives amid a global pandemic.
The other three-quarters of COVID-19 messages in my inbox are from digital brands with little to tell me other than "we still want your business." A clothing brand I love disappointed me by sending a seven-paragraph, 382-word missive that said... well, absolutely nothing. This brand thanked me, told me communication is key in times like this, expressed its commitment to my health and safety, disclosed it set up a COVID-19 task force, suggested I monitor the CDC site, and reminded me that it has a website.
At first glance, that may seem harmless enough - but what part of the message says anything that isn't painfully self-apparent? It was a three-minute read to convey nothing unexpected or meaningful to the customer during troubling times.
That sort of message may have seemed helpful and differentiated last week, before customer inboxes were flooded with soundalike brand emails. But, broadcasting such a message now will only make your real intent clear - not "We care deeply for our customers," but "We're still here, need your business, and hope you'll spend money with us."
That isn't to say that your brand doesn't have something important and valuable to say during this crisis, but the onus is on you to make sure your message is essential and useful to your customers and not just to your brand.
Don't forget the WIIFM.
A version of this post was first published on Experience: The Blog.