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The Next Normal: Building Back Better Customer Relationships
How can companies refocus and build back better customer relationships in the postpandemic new normal environment?
As we emerge from the darkest days of the Covid pandemic, many executives face a dilemma. Emergency measures undertaken to continue business operations during the crisis are no longer required in most regions, yet it doesn’t feel possible to just snap back to how business functioned in 2019. Customers have changed, employees have changed, and technology has changed.
Executives need to plan for a future that has been shaped faster than anyone could have imagined.
Some companies have not survived the wave of lock-downs and stay-at-home orders because their business model relied on passing customers. Somehave managed to pivot and change their core business model — such as retailers or restaurants now earning a significant percentage of their income from deliveries rather than in-store customers. Some companies have managed to accelerate planned digital transformation so they could quickly evolve and manage the situation.
As we start plotting a course back into offices and beyond the management of a crisis, there will be several fundamental changes to customer service strategy.
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