We’ve all heard it, seen it, and definitely felt it: these are unprecedented times. But while the majority of us haven’t experienced anything like COVID-19 in our lifetime, how people handle the current times will certainly shape our future. We’re also predicting that how companies react and treat their customers and employees will have a huge impact on their future success—we’re already seeing the ripple effects of some poor responses.
As huge proponents of trend predictions, it’s only fitting for us to take a look at who’s handling these times well and what companies will emerge on top after COVID-19.
Telecommunications
When the only way to communicate to our loved ones and coworkers during a global pandemic is through the phone or computer, telecommunications companies have worked hard to keep those lines open. From offering quick, on-demand support to extending data coverage, customers have been in great hands with most of their service providers.
Verizon
Verizon tops our list for COVID-19 responses for businesses in the telecommunications industry for how they are treating both customers and employees. According to this response, Verizon has implemented a COVID-19 specific leave of absence policy offering 100% of pay for up to 8 weeks, and then 60% beyond 8 weeks for employees who are unable to work because they are caring for loved ones or themselves. Those diagnosed with COVID-19 are eligible for up to 26 weeks paid leave.
For customers, they are waiving late fees and overage charges for 60 days from March 16 to May 13 for customers and small businesses who let them know they are unable to pay as a result of economic hardship due to the COVID-19 pandemic, and Verizon will not terminate service to those customers.
Subscription Services
Not being able to safely go to the grocery store regularly or into the office to work side by side with coworkers has led a wave of new customers to resort to subscription services for food delivery and team management. We’re really impressed with the subscription industry for their efforts in increasing staff, which helps those unemployed during this time, as well as even partnering with external customer support centers to assist customers during this high-volume time.
Thrive Market
The first thing to catch our eye about Thrive Market in the wake of the COVID-19 pandemic, was news that their CEO, Nick Green, will be donating the remainder of his 2020 salary to the Thrive Market COVID-19 Relief Fund to help meet the overwhelming need and ensure that every deserving family who applies for a grant can become a recipient. On top of their commitment to never engage in surge pricing, they’ve also partnered LA’s Children institute to deliver free memberships and weekly food stipends. Thrive Market is also encouraging their community to donate to give healthcare workers free memberships and food stipends.
Members of our team are Thrive Market members and they also noted that although they are experiencing delays of several weeks, it was their open communication on delivery status that made the delay more bearable. It’s oftentimes the little things in customer experience, like keeping your customers updated on their order that goes a long way. Unlike companies that have a notice on their website about being delayed and you don’t hear about your order until it’s on your doorstep…over a month later.
Sun Basket
Launching the Feed It Forward campaign, Sun Basket pledged to donate 5,000 meals to hospital workers and give members the option at checkout to purchase meals to donate.
Uncharted times are sure to bring the endless flow of questions, so when we saw that Sun Basket has an easily accessible page for frequently asked questions, our CX-loving hearts were ecstatic. Members and non-members can quickly find answers to a slew of questions from delivery to how they can participate in the Dinner to a Hospital Worker initiative.
For employees, Sun Basket extended their attendance policy to add paid sick leave for all employees who may be affected by the COVID-19 virus.
Home Chef
Home Chef launched their Home Chef Helps campaign which involves donating $100,000 to Feeding America. The meal subscription company is also calling on its customer to give back too either by skipping their order for a week to help raise funds or by donating online. In order to give back to front-line workers, they have also partnered with ID.me to provide an exclusive discount to essential working heroes.
Asana
On top of supporting the mass amount of businesses and employees moving to remote work, the project management company is also using their service to give back. Asana is offering a free subscription for one year of Asana Business to qualified nonprofit organizations working on the front-lines of research and testing or facilitating disaster response efforts in response to COVID-19.
Food Delivery Services
With on-demand food delivery services deemed essential with limited access to grocery stores and restaurants, they not only have provided countless more jobs for those who have been laid off of work, but have also stepped up to the plate to take extra care of their employees and customers.
DoorDash
DoorDash has an entire page outlining everything they are doing to support employees, businesses, customers, and the community. For Dashers, they are sending out more than one million sets of free hand sanitizer and gloves as well as up to two weeks of financial assistance for those who are quarantined or diagnosed with COVID-19.
They’re also helping restaurants generate sales by offering commission relief and additional marketing support. For smaller, local restaurants with 5 or fewer locations, DoorDash reduced commissions by 50% from April 13 through the end of May.
goPuff
On top of making non-contact delivery more accessible and providing up to 14 days of financial assistance for drivers and employees diagnosed with COVID-19 or are under quarantine, goPuff is also working hard to make an impact in the community. The convenient store delivery service announced that it will match donations up to one million dollars for the Boys & Girls Clubs COVID-19 Relief Fund. goPuff also launched a Health Care Support Initiative, where it has committed one million dollars in orders to hospital workers across the US.
Retail
Although many retail stores were forced to close down brick and mortar locations, we are inspired by the level of commitment that companies are offering customers online and via phone while giving back to the community.
1800PetMeds
The online pet pharmacy has both educational articles and Q&As regarding how to handle or treat pets as it relates to the novel coronavirus, making it easy for customers to find quick answers without needing to get on the phone. To combat the risk of many people rehoming their pets due to the COVID-19 pandemic, 1800PetMeds hosted a matching gift campaign up to $25,000 for #GivingTuesdayNow. All proceeds support the life-saving initiatives of Best Friends Animal Society.
Chewy
With pet owners across the globe home all day with their pets, some even without a job, Chewy launched a “Pets Bring Us Together” initiative that will donate $4 million in pet food. They’re partnering with the US Humane Society and are working with veterinarians to give coronavirus tips for pet owners. On their website, they provide regular updates on COVID-19 along with tips for new pet owners that adopted an animal to help relieve short-staffed shelters.
Crocs
The shoe brand has pledged to donate 10,000 free pairs of shoes each day with free shipping to healthcare workers battling COVID-19. All you have to do is submit a request online! Crocs has also committed to donating up to 100,000 additional pairs of shoes to select healthcare facilities.
Allbirds
The iconic wool shoe brand donated $500,000 worth of Wool Runners, about 5,000 pairs, to hospital workers within four days. Because they still want to continue giving back and allowing consumers to give back too, they’ve launched a “Buy a Pair, Give a Pair” campaign where someone can buy a Wool Runner Healthcare bundle. This covers the cost of the customer’s shoes as well as paying half the cost of donating a pair to a healthcare worker.
Health and Wellness
Mental and physical health are more important now than ever, which is why we’re loving the extended free trials, membership refunds, and the additional transparency companies are offering their members and customers.
Planet Fitness
With gyms across the country closed in an effort to stop the spread of COVID-19, global fitness franchise, Planet Fitness, answered the call to help those stuck at home—for free! Live everyday, Planet Fitness hosts free online workouts (called work-ins) with a variety of trainers and celebrities for those wanting to keep moving while stuck at home. They also auto-paused all memberships in order to prevent members from paying for a gym they can’t use.
Peloton
The community-focused at-home fitness company is drastically changing the fitness game during this global pandemic. Due to many gyms and fitness studios temporarily closing, people are flocking to purchase a Peloton bike, treadmill, or even just an app membership to help them stay fit at home. Personally, I can think of at least five people that have purchased a Peloton bike in the past couple months due to gym closings.
We didn’t only put them on this list because they are likely to continue this upward trend after COVID-19. Peloton is helping their community members by pledging $1 million to cover two months of Membership fees for those in need. They are also extending their Comeback Program to provide an additional 100 bikes to hospitals and healthcare workers on the frontlines to they can keep themselves healthy while protecting us.
#InThisTogether
With this being a strange and unusual time for nearly everyone, it’s important more now than ever to band together in support of each other. While companies may not be seeing the revenue they had originally anticipated, it’s so inspiring that they are committed to helping their employees and the community. The experience someone has with a company during hard times is equally as important during the good times. We’re all in this together and we’ll come out together.