The world is rapidly changing for businesses. It’s extremely more connected, radically less tolerant and scarily fast to react. Anything that happens within companies can be instantly shared. Companies ranging from Volkswagen, Facebook, Enron or United are simply too big to hide.
But their ability to overcome crises has to do with the strategic, two-sided relationship they have with their customers. Especially in difficult times, customers commitment to companies can define the company’s fate. The nurturing of this cohesion must happen at a very early stage.
Building cohesion is not a rocket science, but it requires a different style. Here are 3 tips on how this can be done:
When customers feel involved, they are more committed and more likely to help you sustain and grow your business. If they feel excluded, they will always be bystanders, waiting for a competitor to come.
Therefore, customer commitment should be developed on time, better before the next crisis, and not after. In today’s climate, where companies can rise and fall in days, committed customers are an essential path to sustainable growth.