Customers and partners have a genuine need to know what’s happening inside your organisation.
Not the how-to of competitive positions or the ins-and-outs of commercial secrets.
Just, you know … what’s going on, where is the order, when’s the delivery, who can I talk to, are you on schedule, when are we meeting? Stuff that helps them know where they stand and plan their next steps.
One way … fake it. Build tools that promise a window but are genuinely useless. A website that thanks you for your order (no, thank you) but no status. Lifeless phones or leafless telephone trees. No-response email.
In other words, frustrate.
The easy, cheap, effective way … open out the corporation. Be honest, build tools, provide access. Actively put useful information into their domain in ways they understand.
In other words, help.
Skippy strategy: More information, better service, less irritation.
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