Customer and brand
COVID-19 enterprise resilience checklist
We help you navigate the now, next and beyond
Customer and brand: key considerations
These are key focus areas in the near term:
- Research impact by customer segment
- Scenario analysis to model demand changes
- Understand customer liquidity impacts
- Immediate brand sentiment analysis
- Communicate with empathy and clarity
- Immediate mitigation of any “tone-deaf” communications
- Mitigate product supply issues
- Align communications with sentiment analysis
- Use analytics for targeted and empathetic campaigns
- Expand digital resources and access for virtual sales and service
- Expand network capacity to handle increased digital demand
- Mobilize virtual agile development practices
Organizations are preparing themselves to be able to operate in a new normal.
- Consider non-crisis related “escapist” communications
- Continued transparent and empathetic comms
- Create, revise and enhance digital customer journeys
- Prepare capacity and content for self-service and digital sales
- Enable remote experiences with a personal touch
- Shore up capability for digital payments
Reinvention and the pursuit of new sources of value over the long term.
- Ongoing brand sentiment tracking
- Prepare for recovery campaigns
- Re-align brand messaging with recovery
- Reflective comms on learnings and the optimistic future
- Invest in emerging digital technologies
- Embed automation in operations (configure price quote, order execution, fulfilment)
