One-way supermarket aisles. Curbside pickup at McDonald’s. My basement as my office. Zoom weddings and baby showers. None of these things were even remotely in my mind before last March. Now they have become regular parts of everyday life.
On the business side, many organizations are settling into near total work-from-home environments, cloud contact centers, higher wage strategy, and digital-first operations that were not part of their strategic planning barely a year ago.
The summer 2021 issue of the Customer Strategist Journal tackles the unusual aspects of business as usual in the wake of the pandemic. Customer and employee experiences are being redefined with new technologies and ways of working, so we wanted to explore what that means across industries.
Highlights of this issue include:
- 3 ways to turn first-time electric vehicle owners into loyal customers
- An interview with author and CEO Heather Younger about how to retain employees during the Great Resignation
- How to improve your sales strategy now that B2B sales will never be the same
- 5 retail strategies that are here to stay
- CX guru Don Peppers’ take on what to expect from the post-COVID customer experience
It’s exciting to see how brands are redefining value, tackling labor challenges, reinventing sales, and changing the way they approach leadership in a workplace that’s more remote and digital. In the future, we’ll wonder why we didn’t always conduct business this way.