With the rise in competition, endless shopping options both online and in-person, and evolving customer expectations, the value of having customer relationship capital cannot be overstated. These relationships transcend immediate transactional exchanges with customers. They focus on nurturing long-term connections and customer relationships that cultivate long-term brand loyalty and awareness.

In discerning relationship-building interactions from day-to-day communications with customers, the defining factor lies in the overarching aim of the interaction. For example, day-to-day communication typically lacks the forward-looking mindset essential for true relationship-building. Rather than investing time to understand the customer and their unique interests, day-to-day interactions are often narrowly focused on addressing immediate needs and finalizing transactions.…

As the client, you’re paying for a service (in our case PR, video or integrated comms) because you either don’t have the time or the expertise to carry it out internally. And since you’re the one footing the bill, it’s understandable that you might think your job is simply to sign the contract and then wait for the agency to deliver.

They’re the experts after all, so there’s no reason to expect that they wouldn’t just get on with it. There’s a caveat to that approach, however. Because while you may well be paying for services rendered, it’s still a relationship.…