COVID-19 forced businesses to rethink multiple facets of their operations, and in some cases to recast them repeatedly, in response to the disease’s shifting geography, Whac-a-mole switches in rules and regulations, and huge changes in customer behavior and the way we work. Last year, we wrote about several of these trends, and the need for leaders to use design thinking to create the customer and employee experiences that would sustain their company through the pandemic.
Today, as vaccines are rolled out around the world (granted, at various degrees of speed and scale), people can start to imagine finding some stability. For the leaders who have been in response mode, it’s time to stop winging it and make a flight plan. Here are four actions companies can take to help improve customer experience, operations, and profitability for 2021 and beyond.
Stop improvising and start experimenting — to learn what to keep