COVID-19: 5 new human truths that experiences need to address
How organizations should respond to the never normal
April 3, 2020
Any organisation—wherever in the world it is, whatever its customer base—must commit to the continuous process of an Experience Audit, based on a deep understanding of behavior change.
Having understood how the New Human Experience impacts on their audience, they should then respond.
To respond effectively, organisations must:
Become a good
Hearing the early signals from customers in terms of what they want and how they feel is already important but set to become even more so. In the same way, an organisation’s ability to respond to these signals quickly and appropriately will be business-critical.
At every point, take account of the new customer reality. This is not a one off: Behavior change will continue as the new plays out. Develop a tight on-interlock between listening and pivoting as a core business habit.
Individuals, families and social groups are all sources of creative innovation adept at hacking new ways to live. Already, people are responding to COVID-19 by innovating for themselves. Watch that innovation closely and use it as a source of creativity for innovation in your business.
Organisations must be bold and ask if their brand or business is future-fit for the “new normal” into which the world will settle once the crisis has passed.
Discover more suggested actions that your business can take now—and next—in the full report.
As the situation unfolds, we will continuously update our materials, so please check back regularly.
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