Rebuilding customer experience for the COVID-19 recovery

As COVID-19 upends the customer experience, brands need to think beyond short term fixes, according to research by BBH London.

Why it matters

Brands will need to assess the impact of COVID-19 and develop twin strategies for both brand and customer journey recovery.

Takeaways

  • If there was ever a time to overhaul a brand’s inventory and emerge even more stronger, this is it.
  • Give people a sense of control and structure, as well as small joys that foster a sense of hope and fulfilment.
  • Understand the value of both short term and long term value of customer experience and don’t neglect either. The short term is the easy stuff. It’s the courage to reimagine the future combined with insight that...

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Insights Team
Bray Leino

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