Consumers Expect Marketing To Be Helpful, Not Go Dark, During Times Of Crisis

Several new reports from established companies like Kantar and Edelman have taken deeper looks into how COVID-19 is influencing consumer attitudes, expectations, media habits and the overall impact on purchase behavior. The results have many marketers assessing the impactful role brands play during the pandemic.

Consumers Expect Brands To Be Helpful During The Coronavirus Crisis

According to Kantar’s COVID-19 Barometer study, 77% of respondents expect brands to be helpful throughout their “new everyday life,” and 75% of consumers stated brands should also be informing the public about their specific efforts to combat the issue at hand. A similar report from Edelman showed 62% of consumers believe their country will not endure the crisis without brands playing a significant role in relief efforts.

As several brands consider “going dark” in an effort to save money, the Kantar report revealed just 8% of consumers believe brands should stop advertising entirely. A significant absence of marketing during this time could result in major reductions in brand awareness, “potentially delaying recovery in post-pandemic world,” according to Kantar.

Social Responsibility & Genuine Efforts From Brands Attract Consumers

A majority of consumers believe there is a fine line between brands playing a helpful role and using the crisis as a self-serving marketing opportunity. According to Kantar, 75% of respondents stated companies should not exploit the health crisis as a way to promote their services or products. 40% of respondents said brands should “avoid humorous tones” in their ads, and 70% believe brands should embrace a more “reassuring” tone within their messaging.

Consumers are not shy about holding brands highly accountable, either. 71% of Edelman respondents said businesses perceived as putting profit over people will permanently lose trust. Over on Kantar’s side, 78% of respondents encouraged companies to prioritize employees’ health above all else, and 62% believe businesses should offer flexible working arrangements during this time.

Many marketers have taken consumer expectations seriously, with a recent survey from IAB finding 42% of buy-side decision-makers plan to increase spending on mission-based marketing, and 41% plan to do the same for cause-related marketing through June of this year.

Brands Seek Out Opportunities To Make An Impact

The global pandemic and consumers’ growing anxieties led many brands to adjust their marketing strategies, prioritizing more purpose-led actions. According to Edelman, 65% of consumers said a brand’s crisis response today will influence their likelihood of purchasing from that brand in the future. Keeping that statistic in mind, now is the time for brands to shift their priorities (if they haven’t already) and create meaningful messaging and initiatives to lend support to the health of our nation and, as a result, build long-term equity that will last far beyond the current health crisis. 

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