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Posts tagged with covid

  1. Quick-Service Restaurants (QSR) in COVID-19 Times

    The pandemic has hit many quick-service restaurants hard. Although a few quick-service restaurants (QSRs) are seeing heightened demand in takeout and delivery, most other QSRs have experienced dramatic sales declines. A few restaurants have already declared bankruptcy; others report that they soon won’t be able to cover their rent and…


  2. How Restaurants Can Thrive In The New Normal

    COVID-19 has not only been a devastating public-health crisis, it has also been the restaurant industry’s greatest challenge to date. Never before have so many restaurants been forced to cease operations; some will never reopen. McKinsey estimates that, of the 650,000-plus US restaurant locations that were in business in 2019,…


  3. Connecting with customers in times of crisis

    Executives are typically approaching customer experience by creating seamless, convenient and engaging customer journeys; however, the needs of customers at the moment have shifted dramatically towards more essential concerns. Leading organizations are reorienting their customer-experience efforts to meet their customers’ primary needs, such as safety, security, and everyday convenience. These…


  4. Four Steps To Re-Think Customer Experience In the Coronavirus Crisis

    Journey Map With the economic fallout from the coronavirus likely to be broad and durable, it’s more pressing than ever to keep your customers loyal.  Consider these 4 steps that a provide a road map to keeping customer loyalty: Determine what changes are occurring in key “Jobs to be Done”…


  5. Adapting customer experience in the time of coronavirus

    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…


  6. What Customers Need to Hear from You During the COVID Crisis

    The core expectation that consumers have of brands in any situation, but particularly in a crisis, is that brands will do what is right for their employees, suppliers, customers, and society at large, without regard for how much it costs, with 90 percent of consumers stating that brands should be…


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