The Importance of Accurate Information that’s Sensitive in Nature
Kyle Haughton, Managing Director of City Cruises also stresses the importance of looking after all Chinese visitors, to minimise the risk of them receiving a negative reaction from other customers. To achieve this, and avoid misinforming customers, travel companies across the board must focus on providing accurate information that’s equally educational and calming about the relatively low risk of the bug being transmitted, or causing death.
Many tour operators are advising customers due to travel on an affected route, to keep up to date with the latest information from their travel company or airline. And to contact their airline, travel company, port authorities or local health authorities for further information – so it’s imperative that you have up to date and factual information to communicate. Additionally advice such as that provided on the NHS website will offer your customers helpful information such as how Novel Coronavirus is spread, the symptoms, and how to avoid catching and spreading germs.
By creating highly personalised, informative communications that engage with each customer on an individual level, you can not only improve their experience by reducing frustration and consequently avoiding bad publicity, you can better protect your brand reputation.
Want to start rapidly delivering the essential information your customers need in the event of a crisis? Get in touch with us today to find out about CrisisComms, our communications platform built for your most challenging crisis communications needs.