How to Communicate with Your Customers About COVID-19

With the global health crisis of COVID-19, the world is currently in uncharted territory. As consumers are now spending most of their time at home and limiting their social interactions, there is a significant decrease in in-store shopping. A shift in the way small businesses communicate with their customers might be necessary to maintain the trust and connection they have worked so hard to earn.

It’s important for small businesses to be proactive and communicate with their customers throughout this time of uncertainty. Retailers should communicate about how their business is responding to the current situation, while also ramping up their marketing strategies so that customers know how and where they can shop with them. Here are some tips from Endless Aisles on how to communicate with your customers about COVID-19.

Social Media

There has never been a better time for businesses to deep dive into digital marketing. As most people are staying home and social distancing, they’re on their phones and computers now more than ever before. Prior to COVID-19, the average American spent 11 hours a day interacting with online media. Our phones and computers are now our primary means of connections, with friends, family, and businesses. 

Endless Marketing powered by Promoboxx has free content for pet industry retailers to  share directly to your social media accounts. There are multiple campaigns available that will help you communicate with your customers during the COVID-19 pandemic (along with other great content, too!).

Check out a preview of these campaigns below:

The “Updates for Your Customers” campaign has content that will help you communicate business updates and let your customers know when and where they can shop with you. From content for curbside pickup, local delivery, and free shipping, to content about supporting local business, and more, this campaign will keep your customers informed.

The “At Home Pick-Me-Ups” campaign has lighthearted content about new routines like working from home with pets, and working out at home with pets that encourages customer photo-shares and can help bring some cheer to your social accounts.

To learn more about Endless Marketing and join the over 550 retailers sharing content for free today, click here.


Email is a great way to communicate directly with your customers about the status of your business, relay any updates, and let them know where they can shop with you. Another great type of content to include in email campaigns is highlighting ways that your business gives back to your community. Especially during these tough times, consumers are interested in supporting businesses that are supporting their communities.

Interested in learning more about email marketing? Check out some of our blog posts!

The Essential Elements of a Great Email Newsletter
An Introduction to Email Re-Marketing
How to Build a Great Email Welcome Series


Your business’ web presence is extremely important now, as consumers might be unsure about the status of your operations. Updating your business’ homepage with a banner or hero image that calls out any changes or updates such as new hours. Many retailers are offering new options for shopping like pickup or delivery. Calling these changes out on your website will make it easy for your customers to access the answers they are looking for. Even a simple banner that says “We’re open! Shop with us today 10am – 5pm!” will keep your customers in the loop. If your business is experiencing shipping delays, calling this out on your website will alert your customers so that they know what to expect.

Adding an FAQ page or section to your website that is dedicated to answering questions your customers might have about hours, ways to shop, and the precautions that your business is taking to protect its employees and customers will also be helpful. Lastly, make sure to update your business information including phone number, website, and hours in Google My Business so that customers can find the information they need to shop with or contact you. Click here to learn more about how to edit your business information on Google.


In a time where simple acts invoke anxiety and health concerns, it’s important to let your customers know that you are taking precautions. If your store is open for business, let your customers know the cleaning procedures you are using to maintain a healthy staff and community. If you have other means of serving your customers, whether that’s curbside pick up or home delivery, let your customers know as they check out in store. Customers may not feel comfortable coming into the store the next time they need to shop with you. 

They key to staying successful during these uncertain times will be giving your customers the confidence that they can rely on your business. Remaining positive and personable will continue to build their trust and let them know that you are there for them no matter what!

By Kelly Thomas

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