The Post-Pandemic Business Playbook : Customer-Centric Solutions to Help Your Firm Grow

COVID-19 forced a dramatic change to customer behavior that resulted in an economic crisis not witnessed by anyone alive. Businesses can no longer operate as before because their customers are no longer operating as before. This book provides customer-centric based guidance for how businesses should adapt to this new reality, deriving insights from academic research, case studies, interviews, and best practice examples from around the world. As validated by hundreds of top-level executives, its readers will gain a better understanding of why customer behavior has changed so they can use the book’s solutions to navigate through and succeed in the post COVID-19 future. Acknowledgments Abstract Contents List of Figures List of Images Chapter 1: Introduction References Chapter 2: Section One Introduction: How and Why the COVID-19 Economic Crisis Occurred? A Customer Behavior-based Perspective References Chapter 3: Five Phases for How Customer Behavior Changed in Response to COVID-19 Phase One: Panic! Phase Two: Adjustment to Lockdown Phase Three: The Re-opening Phase Four: Persistence Phase Five: New Normal Summary References Chapter 4: Psychological and Economic Explanations for Why the COVID-19 Economic Crisis Occurred Psychological Explanation Economic Explanation Summary and the Path Forward References Chapter 5: Section Two Introduction: Customer-centric Growth Strategies Reference Chapter 6: An Opportunity Unlike Ever Before Why Your Business Needs to Employ a Customer-centric Strategy Customer-centric Growth Strategies: An Overview References Chapter 7: First Quadrant: Status Quo Growth Strategy (It’s Obsolete) Summary Reference Chapter 8: Second Quadrant: New Customer Markets Customer-centric Growth Strategies to Expand Current Customer Markets Customer-centric Growth Strategies to Shift to New Customer Markets Summary References Chapter 9: Third Quadrant: New Products Customer-centric New Product Strategies for Businesses to Sustain in the Short Term Customer-centric New Product Strategies for Businesses to Create Sustained Advantages in the Long Term Summary References Chapter 10: Fourth Quadrant: Diversify Simultaneously into New Markets with New or Modified Products Opportunity-Forced Customer-centric Growth Strategies Opportunity-Sensing Customer-centric Strategies Opportunity-Collaboration Customer-centric Growth Strategies Summary References Chapter 11: Section Three Introduction: The COUNTER COVID Customer-centric Framework Your Firm Needs to Employ NOW Reference Chapter 12: Create Emotional Connections to CREATES Loyalty Connections Reassurance Training Ensure Safety Summary References Chapter 13: Demonstrate Product Value Offer Financial Value Induce Trial Employ Payment Options Introduce Product Versioning Summary References Chapter 14: Extend Digital Footprint Simplify the Digital Experience Engage in Meaningful Digital Relationships Proactively Go to Customers via Digital Marketing Summary References Chapter 15: Conclusion The Starting Point: Understanding Your Customers The Big-Picture: Growth Strategies to Take Advantage of an Opportunity Unlike Ever Before The Everyday: The COUNTER COVID Framework to Guide your Customer Interactions Final Words Index