Ask an Expert: How to Adjust Your Media Strategy and Connect With Customers in a Crisis
We’ve been spending a lot of time at Create & Cultivate HQ discussing how we can best show up for and support our community during this uncertain time. Community is at our core, and connecting with others through one-of-a-kind experiences is what we love to do. While the world has changed, our mission has not. We’re committed to helping women create and cultivate the career of their dreams, which is why we’re proud to announce our new Ask an Expert series. We’re hosting discussions with experts, mentors, and influencers daily at 9 am, 12 pm, and 3 pm PST on Instagram Live to cure your craving for community and bring you the expert advice you’ve come to know and love from C&C. Follow Create & Cultivate on Instagram, check out our Ask an Expert highlight reel for the latest schedule, and hit the countdown to get a reminder so you don’t miss out!
Photo: Courtesy of Ali Grant
Ali Grant is always ahead of the curve. Case in point: She was among the first people to recognize the power of influencer marketing back in 2011 when she launched her sought-after PR agency Be Social. Today, her client list includes the likes of H&M, SoulCycle, and Tone It Up, so naturally, she’s at the top of our list of experts when it comes to the topic of adjusting a media strategy and connecting with customers during a crisis.
In this installment of our ongoing Instagram Live series, Ask an Expert, the public relations specialist offers her expert guidance on how to navigate marketing and PR in the midst of the COVID-19 new normal. Keep scrolling to read the top three takeaways from the conversation and to find out how to tune into our next Ask an Expert live chat. (Psst… follow Create & Cultivate on Instagram and head to our COVID-19 content hub for more resources on navigating the coronavirus crisis).
1. Lead with compassion.
“If you remain authentic, compassionate, and transparent, you’re one step closer to building trust and loyalty. By building trust, you’re building your consumer relations and brand affinity. Be a resource for your customers during this challenging time, and hopefully, organic sales will come naturally, but that shouldn’t be the prime motivation right now. Consumers will appreciate any value you’re adding to their lives and will support your brand naturally.”
2. Don’t be opportunistic and look for ways to capitalize on this crisis.
“Remember, this is a health crisis. Lead with compassion in every decision. Now is the time to prioritize and pivot. Remember that it’s okay to put a pause on non-essential messaging—evaluate what’s important to push across, and what’s not. Avoid messaging that feel irrelevant or inappropriate right now, and pause or cancel campaigns that don’t make sense. Now is the time to lead with compassion and be inclusive.
3. Find ways to give back to the community and be helpful.
“First and foremost, this a health crisis, the biggest consideration should be humanitarian support. We’re recommending our clients find ways to add value to their customers, whether that means sharing expertise or offering a virtual service, while remaining authentic to their brands. Keep your brand mission together but pivot messaging to remain relevant and considerate of the time. Be a resource for accurate news and information.”
About the Expert: Ali Grant launched Be Social in 2011 as one of the first agencies executing integrated influencer outreach and collaboration. Be Social has been named one of Inc.’s fastest growing businesses spearheading influencer campaigns. Accolades, speaking engagements, and notable press coverage include Inc., PRWeek The Innovation 50, Forbes, Huffington Post, Fashion Monitor, The PR Closet, PR Couture, Bulldog Reporter, Daily Front Row, BW Confidential, The Holmes Report, America’s Beauty Show, and O’Dwyer PR.