I recently listened to an Inc.com RealTalk Business Reboot webinar with Simon Sinek in which he talked about how leaders inspire, even in times of crisis. He talked about how some folks have asked him questions about leadership and what to do in “these uncertain times.” I loved his response: “They are ALL uncertain times!“
If you’re a business owner – especially a small business owner – you know that to be the truest of true statements. Not a day goes by when you don’t question how you’ll make payroll or keep the lights on for the rest of the year. Larger businesses have their set of challenges with regard to this, as well.
We’ve learned a lot along the way during this current “uncertain time.” Perhaps it wasn’t all so much learning as it was confirming – or awakening to – the possibilities, to having a greater understanding of what is and what might be.
Here’s what I’ve written about over the last few months and what we’ve confirmed along the way:
- You can and should keep doing your journey mapping (and other) workshops – virtually
- Change is possible. It’s a matter of choice. But if you don’t change, you will die.
- You can and must continue to improve and adapt your business processes.
- If your organization is customer-centric, then today is no different in terms of what you do to deliver a great experience.
- There are a lot of great tools and techniques to adapt to – and be productive while – working from home.
- Things we learned during the Great Recession can help you get through 2020.
- Do brands really care about customers? Actions speak louder than words.
- Culture is your rock, your foundation. It doesn’t change because of financial hardship and economic downturns.
- Proactive or reactive? How about responsive and adaptive?!
- Engaging with your employees while they work from home is pretty straightforward.
- Communication is one of the most important things a business must get right – always, crisis or not.
One of my favorites thoughts, which I haven’t written about relative to the pandemic, is the confirmation that focusing on employees is critical to success. (I’ve written about this topic, though, plenty of other times!) CEOs are putting more attention on employee health and safety, and customers have told us that they prefer to shop with brands who do just that. Amen!
Make no mistake: there is still much more to be learned and confirmed.
The future is uncertain… but this uncertainty is at the very heart of human creativity. -Ilya Prigogine
Annette Franz is an internationally recognized customer experience thought leader, coach, speaker, and author. She recently published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); it’s available on Amazon in both paperback and Kindle formats. Sign up for our newsletter for updates, insights, and other great content that you can use to up your CX game.
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