5 Strategies to Strengthen Customer Relationships

Even greater pressure has been put on industrial companies to maintain and strengthen their customer relationships during this current wave of uncertainty. According to a recent article in the Harvard Business Review – five key strategies were identified to help preserve and strengthen relationships with customers:

          Humanise your brand

          Educate about change

          Assure stability

          Revolutionize offerings

          Tackle the future

These strategies are part of the HEART framework. Used to make current and potential customers aware of your company’s plan for supporting them and providing new value when needed the most.

1 – Humanise your brand.

Let customers know that your company cares about their projects and operations. Communicate the steps you are taking to help your people, customers, contractors and other key stakeholders. Your social media posts, web updates and customer communications are ideal mediums for doing this.

2 – Educate about change.

Ensure you customers are made aware of any changes to your operations, delivery times, resources, ordering options, etc. It’s far better if you are viewed as being motivated by your customers’ best interests.

3 – Assure stability.

Provided assurance to your customers and elaborate you will continue to provide the things they have come to know and love. These are the defining reasons they stick with your brand instead of others.

4 – Revolutionise offerings.

Beyond assuring customers that your company’s existing value proposition will remain the same, tell them what improvements and innovations have arisen.

5 – Tackle the future.

Establish a timeline to prove you are willing to go beyond what you need to do right now. Think of how life could be made easier for all concerned, particularly if your company can handle the financial burden.

With the right customer-centric approach, industrial companies can not only maintain but strengthen their relationships with customers. Give your customers your HEART during this difficult time. It will help ensure they will stay with you in the future.

Related: Download your Brand Activation Guide

Other Reading: 5 Steps to Humanise Your Brand

INDUSTRIAL BRANDING GUIDE

Learn how to activate your brand, increase brand awareness and engagement levels. You’ll need to consider 5 key questions to be customer driven, enhance customer experience and set your brand up to win for the long-term. With our Branding Guide you’ll have access to a proven approach to create a consistent and strong brand strategy underpinned by your values, purpose and vision.

ABOUT THE AUTHOR

Peter Zafiris is an industrial marketer and founder of Industrial Ideas. Having built his experience in B2B marketing from the ground up, Peter understands what it takes to succeed with your marketing strategy. All client projects are personally managed by Peter to help industrials like you get the return on investment you deserve. Peter and team, work hard to become an extension of your business, to help you get the most out of your marketing efforts. Get your free 30 minute marketing consultation to learn more.