(Adapted from the ‘THINK TOMORROW’ series)
It’s time to take advice from Ross.
With COVID-19 rooting up displeasures in our lives and causing so many pressures and unpleasantries in our business, it's easy for us to lose sight of our customers and the experiences we worked so hard to create for them before our pandemic friend hit.
For many organizations, to remain sustainable, they had to see staff as unsustainable and as a result, many employees have been furloughed during this ever critical time. Many businesses too, have opted to have their staff work remotely. Although not automatically enough, every organization has had to adapt to extraordinary operating conditions.
No doubt, in the hassle and haste to recalibrate businesses, customer service experience and strategy would have been adjusted alongside business operations.
Likewise, your customers journeys have changed dramatically since the pandemic hit. They have had to adjust to new business practices and they have opened up a bit as a result of necessity, and are now becoming more familiar with new digital channels. When the economy reopens fully, your customers will leverage their ‘pre-pandemic’ habits along with their new attitudes, insights, tools, and experiences they gathered during the pandemic lockdown times.
As the world transitions into a new way of doing business, many of these changes in your customer’s lives may become permanent. Hence the need for organizations to keep updated on how their customers are changing, and pivot their business operations to suit.
As we consider ‘purpose over profit’, one message is clear enough for organizations: consumers favor businesses that prioritize their efforts to safely and quickly get the products they want and need. These are the businesses that will not be forgotten when we reopen.
See Ross try to pivot here:
https://m.youtube.com/watch?v=EjdB6EeHajY
The Timely Entrepreneur Resource and Research Centre’s strategy for organizations that need to pivot, includes mapping out customer’s journeys. For assistance with mapping your customers journeys, you can reach out to us via email This email address is being protected from spambots. You need JavaScript enabled to view it. or call 868.488.0507 or 868.760.6221.
