Some generic advice for CXers who’ve been asked to prepare a thorough business response to COVID-19:

Gather an ad-hoc team with representatives from across the business — including front-line staff, corporate comms, business unit leads, and anyone else who understands the customer / category.

Work through each business unit, product line or customer role, considering implications for customers:

What are they expecting to happen?
What worries, stressors, or challenges are they facing?
What information will be most useful for them?
What would create the most value for them at this time?
What expectations of us must be reset or changed?

Filter or weight your insights / ideas by whichever prioritization criteria make sense, like:

Severity of impact
Immediacy of impact
Frequency of impact
Volume or % of customers impacted

Implement ASAP in priority order, relying on the judgment of those who know customers best.

Move fast and be responsive — actions speak louder than words.
Strike an empathic tone (duh).
Communicate what you’re doing and why clearly and unambiguously — don't make matters worse by confusing people.
Revisit as the situation unfolds.

Please share your own advice for our community in the comments — now's the time to help each other out a little.

See this post on LinkedIn