During these uncertain times, companies that act with Integrity and Empathy may stand the best chance of supporting their customers and protecting their business, while also laying the seeds for future growth. These are 5 steps to stay connected with your customers.
The Six Pillars of customer experience is derived from 10 years of primary research across 3,000 brands in 25 countries. It shows the principles that govern all positive human experiences. Integrity and Empathy are specifically addressed to connect emotionally with customers.
We believe that to be successful, organizations must:
Each organization will need a unique workforce composition to ensure they are able to navigate the new normal. The shape of the workforce will be determined by the adoption of the optimal mix of the five B’s:
Commercial resilience is critical and is all about understanding and meeting rapidly changing customer demand, needs and behaviors.