COVID-19: A Time for Companies To Reflect and Adapt Their Customer Experience

Whether it’s a matter of temporarily adapting their content strategy or reinventing part of their business model, some companies are setting the tone and sending a clear message: adapt, but above all, react quickly!

The economy as we know it has been shaken up, and it’s time to reflect. That said, the various changes and initiatives that have taken shape around the world in recent days send a notably positive message. They’re proof that humans are resourceful and constantly adapting to their environment. Several large companies, both in Quebec and internationally, have already come up with interesting solutions, showing that there’s always a way to adapt intelligently.

• Elon Musk, founder of Tesla and SpaceX, said his factories are looking at ways to reprogram robots to temporarily produce ventilators for hospitals in case of shortages.
• Uber plans to use its network of cars to deliver medicine and other essential items.
• Locally, the Théâtre du Rideau Vert in Montreal will be adapting all of its plays for radio broadcast.
• Montreal’s Pastaga restaurant is offering takeout meals for $1 with the purchase of a bottle of wine to clear its food inventory.

The situation is forcing companies to ask themselves the right questions and think about how to move forward. Today, they have an opportunity to reinvent themselves for the months to come. As a company, you can start by asking yourself these questions:

• In the current context, are our products and/or services still relevant? How could they better meet our customers’ expectations?
• Does the experience we provide to our customers still make sense?
• What can we change quickly or make more readily available? How can we use our resources and optimize the work of our teams?
• What tools and/or processes should be adapted for our employees or partners?
• How can we rethink the way we communicate with our customers in the coming months? To what extent should we rethink proximity?
• How can we prepare for a post-pandemic world? Etc.

More than ever, companies should focus their strategy on the customer experience if they want to survive during and after the COVID-19 pandemic. Customers want to see companies that adapt to the situation and changing needs—companies that are proactive, authentic, and involved.