In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.
Care, creative thinking, and new tools can address customers’ acute needs today and forge stronger ties in the post-COVID-19 era.
Read more at McKinsey.