How retail banks can evolve communications during COVID-19

During COVID-19, consumers are looking for reassurance and humanity from their banks.

Why it matters

As consumers worry about their finances during COVID-19, banks must get their messaging right.

Takeaways

  • Increase or “pulse” brand metrics to keep on top of brand perception. Monthly brand tracking isn’t enough.
  • Adjust messaging frequently in response to changing customer needs. Be prepared to provide new voiceovers and endlines and tactical messaging.