What 3 words would you use to describe 2020 so far?  Here’s a few for starters …

Unprecedented?  Challenging?  Chaotic?  Scary? Dystopian? Exciting? Uncertain? Tumultuous? Mindful?  Life-changing? Anxious?

The reality is, it’s probably been different for each of us because our experiences are individual and often based around our innate natures.

Some of us are enjoying an enforced ‘slow-down’, others are busier/more stressed than ever.  Planners struggle with the continual uncertainty, while those who are more spontaneous find it easier to adapt fluidly to ever-changing situations. Many of us are up and down, riding the tides and going through every emotion, sometimes all in the same day or even hour!

Understanding how customers are experiencing and responding to (sorry) the new normal is key to being able to adapt, flex, pivot and respond to opportunities successfully.  Have their customer experiences during the pandemic changed the way they feel about and want to engage with your brand, your service, your experience?  What are the barriers to engagement and how can you overcome them?

COVID-19 isn’t going anywhere, anytime soon so, having up-to-date customer insight to drive communication, services and experiences will quickly separate the winners from the rest.

If you want to be a winner, get in touch to find out how we can help you understand your customers.