5 lessons learnt in the Salesforce Leading Through Change editorial

We are currently going through challenging times, especially from a business perspective as we adapt to new ways of working, unprecedented circumstances and new communication challenges.
Salesforce has created a new editorial series called ‘Leading Through Change’ to give businesses the tools to approach this crisis in the best way. We have compiled for you five lessons learnt. Let’s take a look.

Lesson 1 “Take a step back”

Many of you might have already hit the ground running to respond to this crisis by enacting a crisis communication plan to communicate with Customers, staff and key stakeholders. But as with any other new venture, many businesses are going through uncharted territory – such as engaging audiences online or providing valuable and helpful content and services to Customers during a crisis.
Take a step back and analyse the situation. Where would you add the most value? Are there any success stories on your industry that people could take inspiration from? Audit your content queue and optimise your content to respond to topical challenges and offer practical solutions to be helpful and thoughtful.

Lesson 2 “Create a nurturing environment”

This is a stressful time for everyone. Take the time to listen to your team, their challenges and worries and create a safe environment where everyone can bring their thoughts to the table.
Build-in daily virtual stand-ups where you can connect with your team and address priorities, tasks and brainstorm ideas on how to best support each other and your Customers.

Lesson 3 “Engage your audience online”

The biggest challenge in delivering digital-only experiences is figuring out how to keep your online audience engaged. Use social media to bridge the gap in interactions with your Customers – you can add interactive activities, contests, Q&As, polls and video to your social content.
Video is a game-changer when it comes to online engagement – use virtual tours as well as webinars and virtual events to connect with your Customers and opt for a conversational format with multiple speakers, to create a more engaging environment.

Lesson 4 “Give back”

Think about what you can do to make life easier for your Customers and your community during challenging times. You could waive delivery fees, provide specific offers to those hit hardest by the crisis and more importantly, you can lead by example: this is the time for corporate social responsibility and to give back to your community. The focus on giving back, and being useful and kind to everyone at this time will create strong long-lasting relationships.
Find out how you can make a lasting social impact in your community and build this in your strategy.

Lesson 5 “Be helpful”

Remote working makes it a bit harder to maintain relationships with your Customers. It is a hectic time for everyone, that’s why you need to listen. Set up a virtual coffee to brainstorm ideas together, find out how best you can support your Customers during challenging times and propose ideas and solutions.
All of us are on a learning curve – learn together with your Customers and be transparent in your collaboration efforts.

You can find all editorials on the Salesforce global blog. Stay tuned on the CloudShift blog for all Salesforce news and be social with us on LinkedIn, Twitter and Instagram.

Further reading

How to Communicate With Customers During Times of Crisis
How to Maintain Customer Relationships While Working Remotely
How to Turn an In-Person Event Into a Compelling Virtual Experience

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