Harvard Business Review shares framework for communicating with customers during a crisis that humanizes the company, creates lasting value, and positions organization for the future

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Ensure That Your Customer Relationships Outlast Coronavirus

Customer Communications – Harvard Business Review shares framework for communicating with customers during a crisis that humanizes the company, creates lasting value, and positions organization for the future

Summary:

Texas Tech University professors Ted Waldron and James Wetherbe published article on Harvard Business Review about the HEART framework that can help businesses maintain lasting relationships with customers in spite of the coronavirus epidemic. The guide was posted on April 1, 2020, and its summary includes:
  • H- umanize Your Company – Empathize and let customers know the actions the company is taking to help customers, employees, and other stakeholders during the crisis on social media sites and customer mailing lists
  • E- ducate About Change – Tell customers of changes made including new hours, facility closures, staff reductions, customer service availability, and ordering options
  • A- ssure Stability – Elaborate how company will continue to provide products and services that customers have come to know and love, and that these value propositions transcend through the crisis
  • – evolutionize Offerings – Inform customers what innovations company is doing to deal with the ongoing pandemic, such as serving customers in new ways or solving new problems
  • – ackle the Future – Establish timeline for reevaluating changes made to company operations – some improvements can become permanent to the revised business model, plus signal to customers that company is well-positioned to weather the storm and come out stronger after the crisis
To learn more about how businesses have applied the HEART framework, read the full article at Harvard Business Review https://hbr.org/2020/04/ensure-that-your-customer-relationships-outlast-coronavirus
Company: Harvard Business Review (HBR)
Category: Customers, relationships and channels

Original publication date: April 1, 2020

Date last updated: April 3, 2020