{"id":1881,"date":"2018-05-08T00:00:00","date_gmt":"2018-05-08T00:00:00","guid":{"rendered":"https:\/\/devicemagic-dev.peaktwo.com\/blog\/digital-strategy-for-boosting-construction-customer-loyalty\/"},"modified":"2021-08-09T16:59:09","modified_gmt":"2021-08-09T16:59:09","slug":"digital-strategy-for-boosting-construction-customer-loyalty","status":"publish","type":"post","link":"https:\/\/www.devicemagic.com\/blog\/digital-strategy-for-boosting-construction-customer-loyalty\/","title":{"rendered":"The Digital Strategy for Boosting Construction Customer Loyalty"},"content":{"rendered":"\"Workers\n<\/picture>\n

Construction projects take months or years to complete and require ongoing input from the customer. A proactive approach to customer service is essential to construction success. Instead of relying solely on charisma and sales ability to keep customers happy, use a relationship management approach.<\/p>\n

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A Relationship Management Approach: The Foundation for Customer Service<\/h2>\n

Picture this situation \u2014 your construction company specializes in office buildings in major urban centers like Chicago and New York. A single new customer is worth millions of dollars in revenue per year. You may start with a small scale renovation project or jump into building a tower from scratch. If you want to deepen your accounts, you need to take a relationship management approach to your construction customers.<\/p>\n

How is a relationship different from transactions? When you focus on individual sales, you focus narrowly on completing the project. You probably neglect or forget to apply yourself to understanding the customer\u2019s needs more broadly. The result? Your company may be blindsided by new strategic changes and miss subtle signals of customer dissatisfaction. Turning that process around requires two steps.<\/p>\n

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  1. Start by acknowledging that a relationship approach \u2014 seeking to understand and assist the customer beyond a specific transaction \u2014 is valuable.<\/li>\n
  2. Develop tools and habits that ensure you follow through to develop the connection. Use digital forms<\/a> to easily track your process and gather information about your customers. You can connect your forms with your CRM system, such as Salesforce<\/a>, to create a database of key information about your customers.<\/li>\n<\/ol>\n

    Tip: To keep customers happy and win in business, you need to develop networking habits. For more insight on how to build relationships, read \u201cNever Eat Alone.\u201d<\/a><\/p>\n

    Once you’ve committed to a relationship management strategy, use these steps to learn more about your customers and look for additional opportunities to provide value and partner with them in the future.<\/p>\n

    1. Gather Customer Intelligence for Account Planning<\/h2>\n

    Your construction firm likely has multi-year commitments with your customers. In that situation, it makes sense to develop an annual relationship plan. To coach staff accordingly, create a digital form that indicates the essential customer intelligence required to grow the account.<\/p>\n