I do believe from a customer perspective there is nothing worse than the generic letter, personalised through transparent automation with a copy of the leaders’s signature. In a world of socials we should mobilise our client stakeholders to personally call each client explain if any impacts and why this will benefit them. From there use a targeted timely drip feed of successes and benefits via socials.

To keep trust and loyalty with key clients during organizational change, it’s important to communicate openly and honestly, letting them know what’s happening and how it might affect them. Take the time to listen to their concerns and really acknowledge their feelings, this shows you care. Remind them that their success is still your top priority and that you’re committed to supporting them through this transition.

During organizational changes you should ensure that your key clients are clearly identified and that you have either a "transition solution" to provide frictionless client support to them or that you speedup changes exactly in the field of sales and service, so that you can clearly identify how the new setup will support focus accounts and you implement the changes as soon as possible. Be sure that you are precise about your vision and objectives and give clients enough comfort (through the right amount of information shared and the most appropriate communication channels) so that they know that they are in the right hands during your transformation. Be clear about changes that affect them and take them on a journey with you.

Ao navegar por uma mudança organizacional, a chave para manter a confiança e lealdade dos principais clientes é a comunicação clara e proativa. Eu faço questão de mantê-los informados sobre as mudanças, explicando como essas transformações visam melhorar a qualidade do serviço. Também reforço que, apesar das mudanças internas, nosso compromisso com suas necessidades permanece inabalável. Além disso, ouço suas preocupações e adapto soluções personalizadas, garantindo que eles se sintam valorizados e prioritários durante todo o processo.

If you’re going through organizational change, it’s usually to improve service and efficiencies. - Be real with your customers about the changes but assure them it’s to improve their experience overall. - Communication is key with realistic timelines.

Open and Transparent communication with clients is of utmost importance during organizational changes. The clients should be updated on changes which directly impact the operations. One should also let the clients know about the overall objective of the changes and it's possible benefit in terms of improved efficiency and cost competency. The clients always appreciate the honest and upfront communication on such critical changes.