Day: June 29, 2020

What COVID-19 is revealing about your customers and employees

The coronavirus pandemic is not simply a crisis to be endured until it’s over. True, lockdown restrictions are lifting in many parts of the world. But as people venture cautiously out, they are encountering not just a world interrupted, but a world changed. We have all been part of an ongoing and extraordinary — if involuntary — experiment. Companies have had to scramble, improvise, and invent with no time to lose or second-guess, and customers have had to rethink priorities and loyalties.

The pandemic has changed the way businesses of all stripes are operating. Many retailers have had to abandon or completely redesign some sales and distribution channels while ramping up others. Stores that relied on foot traffic and in-store browsing now hope that online shopping and curbside pickup will suffice. Other companies have had to look for new markets as their customary ones disappeared. (One of us is now

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