SOCIAL MEDIA SAVVY.. COVID-19: CURTIS GABRIEL’S ESSENTIAL SOCIAL MEDIA CRISIS
With all non-essential public areas now shut to prevent the spread of Coronavirus, those who work within the transportation industry will undoubtedly be concerned about a decline in passenger demand over the next few months.
Simon Curtis, founder of Curtis Gabriel, a global social media agency that specialises in transportation, has shared his expert advice on how you can utilise social media to communicate effectively during this global crisis.
DON’T GO DARK
Above all, it is essential that you continue to remain visible. The last thing you want to do is appear as though your business has got nothing to offer or has simply given up. By producing consistent content across all social channels, you can continue to max- imise organic growth and demonstrate to your audience that you are open to com- municate.
Additionally, when communicating with clients who have not chosen to cancel any jobs with you, showing you are still thinking of them will go a long way. Through liking and sharing their posts, you will be kept in their social conscience during this difficult time.
So, what should you be posting? In many ways, it can feel like you are restricted in what you can and cannot post on social media at this current time. Understandably, the content you choose to post will also depend on operational capacity and appetite. However, despite these obstacles, highlighting your business’s unique selling points (USPs) will be paramount and this can be done in several ways.
SHARE REAL IMAGERY
Sharing real imagery of practical solutions that your business has adopted as quality operators is a great way of demonstrating to your followers how you have adapted to the current situation. For instance, this can be done by sharing images of what your drivers and operations team are offering to customers during this time. This doesn’t have to be professional photography, either. A simple photo or video of the team and their actions will demonstrate to your cus- tomers that you are there for them in their time of need.
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this is something that your business can easily share on all social channels. Remem- ber that social media is often a tool that people use for escapism; adding a bit of humour to your pages could really help to brighten up someone’s day! In turn, this will help to increase engagement on your social channels and you will be recognised for the positivity that you are bringing to your com- munity.
RUN A COMPETITION INSPIRE OTHERS
At this crucial time, people will be looking to social media for light amongst the dark- ness, whether this be your employees, your clients, or the community in which you serve. Use your social channels to inspire hope by sharing an inspirational message (this can be done through a vlog, a text, original or sourced content). Demonstrate what support there is out there, share advice on staying safe, and show how you, as a business, are human too and understand the difficulties that the community faces. Not only will this show your business’s empathetic nature but will also help you to generate a power- ful strategy.
GET INVOLVED WITH THE COMMUNITY
Now more than ever, communities need to come together. Take an interest in what is going on within your local community and find out if there is anything your business can lend a helping hand with, for example, delivering food, picking up prescriptions, or transporting those who have an essential doctor’s appointment. By doing this, you will firmly solidify your business’s place within the community and people will become more inclined to reach out to you as their first port of call.
LEAVE THEM LAUGHING
Currently, it feels like there isn’t a lot to laugh about. Wrong! Humour can be found in every situation, no matter how dire and
During this time, it will come as no sur- prise that your business will need to answer a lot of questions on how they are responding to COVID-19. It is key that any inbound questions and comments are dealt with quickly. For any negative mes- sages, move it offline as soon as possible by asking for more information and con- tact details to be sent via direct or private message and ensure that, pub- licly, you have addressed that you are looking into the matter. Ensure that you follow up negative enquiries or com- ments immediately in order to show your customers that they are still your number one priority. If worse comes to worst, be prepared to disable reviews and com- ments as they could be detrimental to your business.
APRIL 2020
Competitions are a superb way to organi- cally grow your following, especially now that people will be spending a lot more time on social media. This doesn’t need to be overly complicated, either. A simple ‘like and follow’ organic competition for people to win something during this time will go a long way in spreading positivity within the community. One idea could be to launch a competition to win a paid-for grocery shop that your business will collect and drop off. Alternatively, you could give away some- thing more aspirational that people can look forward to after this situation passes. In both instances, you will see your engage- ments increase.
SHARE CUSTOMER TESTIMONIALS
Positive, customer testimonials are essential to share at this time as they remind people why they should be using you now if needed and when the situation eventually ceases, they will be encouraged to use your services in the future.
MANAGING CUSTOMER SERVICE
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