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What crisis reveals about staff and customers

Take stock of what the current crisis is teaching you about your staff and customers, and use the lessons to prepare for the future.

The unprecedented challenge of COVID-19 has forced businesses to “scramble, improvise and invent with no time to lose or second-guess, and customers have had to rethink priorities and loyalties”. Writing for Strategy+Business, Thomas A. Stewart and Patricia O’Connell urge leaders to take stock of what they’ve learned about their employees and customers, and use this information to drive their businesses forward.


The New York food wholesaler who switched to retail home deliveries after restaurant owners stopped ordering. The lawyers, accountants, and consultants who have switched from face-to-face to online meetings with clients. The retailers and consumers who have pivoted from the high street and shopping malls to click and collect and online purchasing.

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Source Article: What COVID-19 Is Revealing About Your Customers And Employees
Author(s): Thomas A. Stewart and Patricia O’Connell
Publisher: Strategy+Business