Strategy Waves - September 2020

Nearly every organization has adapted its customer experience in the midst of the pandemic.  In March, as organizations scrambled to comply with new rules and regulations restricting their operations, customers got used to longer shipping times from Amazon; patients postponed visiting health care providers for routine appointments; and patrons ordered take out only from their favorite restaurant. 

Six months later, businesses are putting into place more permanent arrangements for customer experiences.  I selected two readings and one webinar that outline ways organizations can adapt their customer experiences to thrive during this new era. 

I end this issue with a summary of Never Lose a Customer Again, by Joey Coleman.  He explains why customer experience is important and puts forth a specific method for businesses to transform their interactions with customers. 

With the start of the fall season, I will be transitioning Strategy Waves to a bimonthly newsletter.  The next issue will be published in November.