While several organizations have fallen by the way side or struggled during the COVID- 19 inspired lockdowns, some have quietly found their niche. The latter group may have especially upped their servicing or could simply by luck have been part of any sector deemed as ‘essential’. This trust earned during the crisis, now needs to be leveraged to carry on for a longer time duration. For a start, the brand needs to convince its customers of the firm’s long- term credibility. The new normal has to be made more feasible for all to be a part of. The newer work mechanisms must also remain sustainable. The use of business analytics, can help brands reach the last mile to provide personalized services to the individual customer personas. Creative methods and an understanding of behavioural science will further aid the same.

Source:https://www.mckinsey.com/business-functions/organization/our-insights/covid-19-and-the-employee-experience-how-leaders-can-seize-the-moment

Uploaded Date:17 July 2020