Recently, McKinsey & Company released their COVID enterprise recovery plan framework entitled The COVID-19 recovery plan will be digital: A plan for the first 90 days. As the report states, “we have vaulted five years forward in consumer and business digital adoption in a matter of around eight weeks.” Given this evolution, consumers are shifting how they interact with brands on a multitude of dimensions, including channel, volume and frequency.
As McKinsey states, “customer behaviors and preferred interactions have changed significantly, and while they will continue to shift, the uptick in the use of digital services is here to stay, at least to some degree.” Understanding the degree to which your own business is impacted, along with your customers’ attitudinal and engagement shifts, is critical to setting a ‘return to business’ strategy and developing an effective customer engagement plan.
