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)
Our Future Consumer Index on behavior and sentiment across five key markets shows how the pandemic is creating new consumer segments.
