'Ensure that your customer relationship outlast corona virus

The COVID-19 has rapidly affected the day to day life, businesses and disrupted the world
trade and movements. Even though in such a tough time. Businesses are having a great
difficulty in generating sales during this pandemic.
The virus has led down many established companies overnight. Before the pandemic many
stores used to function with Monday activity, one such store was Nordstrom’s 380 stores in
U.S and Canada all these stores had to shut down for at least two weekly which effected the
business. If big stores are affected very adversely then the small scale business have shattered
completely.
To overcome such crises five key strategies were developed which is known as HEART
framework of sustained crisis communication.
1. HUMANISE YOUR COMPANY
Explain the customers what all steps are taken to help them.
2. EDUCATE ABOUT THE CHANGE
Tell customers about all the change in the operations which includes new hours ,staff
reductions etc.
3. ASSURE THE STABILITY
Explain to customers that despite the current scenario you are ready to serve them
4. REVOLUTIONALIZE OFFERINGS
Tell your existing customers how you are serving them in new ways. Reach out to
potential customers by offering new products or services that solve a new problem
5. TACKLE THE FUTURE
Establish a timeline for when you will reevaluate the changes to your company’s
operations
The HEART framework emphasises making current and potential customers aware of
company’s plan for supporting and providing new value.