The onset of the Covid-19 pandemic created a lot of fears in shoppers. They had concerns and questions that needed to be answered. While the quarantine that ensued was a very unique situation and a first for most countries worldwide, this recommendation can apply to other situations such as holidays, special sales or interruptions in service.


What has been your response?

Have you communicated that effectively with your customers?

I looked at what a bunch of big brands have done, and I’m sharing my findings below.


Emails I received

Let’s start with some of the emails I’ve received, either specifically about Covid, or including a mention of Covid. Most of them are in ecom, but I also have a few examples from non-ecommerce companies.



Quick note on the format of the message: if you can do video, I believe that’s ideal.

Read more