With many brands and businesses now resuming operations, society has entered a new phase of the COVID crisis—and consumer expectations and behaviors are changing in real-time. New research from customer experience consultancy Market Force Information examines the new...
It is undeniable that the entire world is feeling the effects of COVID-19, but few businesses are under such intense pressure as those in the travel and hospitality industries. Both domestic and international travel has ground to a halt, and self-isolation has forced...
Imagine going to work each day armed with the best colleagues, the best technology, the best training, and the best education to battle a resilient, ever present, and capable foe. You do your best and people still die. Wake up the next day, do your best, people die....
For most of us, the initial onslaught of crisis planning in reaction to COVID-19 came in March. It started out with a wave of positioning and holding statements, Q&As, internal communiques on safety and health concern, lists of steps companies are taking for...
Consumers were forced to adapt to new retail behaviors when the COVID pandemic took hold in the U.S. in March, and embarked on a series of trial-and-error activities over the last two months, in many cases seeking out the most crisis-sensitive brands, and retailers...
The COVID-19 pandemic is having a devastating impact on nearly every industry, but none more than travel and tourism. Independent travel publisher Matador Network recently reached out to its global community of avid travelers and deployed an in-depth survey to...
As numerous U.S. states and countries worldwide begin to gradually lift their COVID-19 lockdown restrictions, "back to business" comes with a new set of consumer expectations for those brands that will continue well into the future, according to new research from...
It’s a stressful time for all of us, and while consumers have appreciated hearing more frequently from brands during the pandemic, and believe brands have communicated with the right tone and content, new research from Zurich-based omnichannel communications firm...
At the end of the Cretaceous period, 66 million years ago, an asteroid hit what is now the northern tip of Mexico’s Yucatan Peninsula. The impact triggered extreme global cooling, wiping out the dinosaurs and forcing evolution in a new direction. It’s an event...
Just as consumers are struggling in these unprecedented times, brands are also feeling their way through the COVID crisis with no strategic template or lessons-learned examples to guide them. But they know it’s important to stay connected with their audiences now more...
Many countries across North America and Europe are now entering phase three (management) of the coronavirus pandemic, expected to last from mid-May through the end of the year 2020 and into the year 2021, according to new research from Forrester. During this phase,...
As a business owner, the prospect of a pandemic that affects many global economies and potentially the day-to-day running of your business can feel daunting. It can be tricky to know how, and where, to lead your business. In this post, I discuss how to successfully...