AKA: How Brands Can Speak to People in the COVID-19 Crisis
Toilet paper. Purell. Facemasks. Oh my.
I know I am not alone in the incessant reading of any and everything pandemic related. I’ve read a dozen articles relating to COVID-19 and the state of marketing alone. Which, if you’re still in a state of divergent digestion, here are a few of my favorites:
But the most profound piece of information I have read since this all started came from an Instagram post by Ingrid Medeiros, a Brazilian model living in New York City:
“We are all in the same boat. We are not all in the same storm. For some people it’s sprinkling. This is a break. It’s a breather. It’s a rest. It’s a pause. A time to reconnect with their families. Honestly, it’s kind of peaceful. For some it is a storm. It is a bit scary. It’s disruptive. It’s enough to make you stay up and watch the news and worry, a bit. For some it’s a hurricane. It’s tearing at the boards. It’s pulling off the roofs. It’s washing them out to sea. It’s dark and unknown. It’s life changing.”
We are all in the same boat. We are not all in the same storm.
The biggest challenge that we as marketers face (with or without a global pandemic) is getting the right message to the right person at the right time. Crafting a unique and relevant message to people who are interested in what we have to say. The goal is the same—the stakes are just higher at the moment, where 27% of US consumers have convinced other people to stop using a brand that they felt was not acting appropriately in response to the pandemic.
As humans, we are responsible for understanding the storm others may be in, and as marketers, we must apply our understanding of the human condition to ultimately speak to people in their storms. Our favorite brands speak to us as people—and the personality and tone of a brand, just like with individuals, varies greatly. What is important is that you stay true to who you (the brand) are. There is never going to be one right message for all people.
Brands need to adapt their messaging to be relevant and sensitive to the times, but that does not mean turning yourself into the COVID-19 response expert when you are, as Jared so eloquently put it, the butt person.
Many brands are doing it right. Here are a few of my favorites:
Buffalo Wild Wings: Sports live on
Pepsi: One World: Together at Home concert
There is no perfect formula for all people or all brands. We as marketers are responsible for removing ourselves from our singular life experiences and actively working to understand those in storms different than our own. Coming out of this, the brands that can help their consumers will win, and those who can’t will face doubt and loss of loyalty.
Looking for more tips on marketing like a human? Check out our article 3 Tips for Marketing to Humans, Not “Consumers.”