Leading through the Coronavirus Crisis

strategic plan reboot in 60 days

Your plans were designed for a world that no longer exists. Customers are behaving differently,
operations are being disrupted, and uncertainty exists around what will happen next. We want
to help you make informed choices about how to proceed while still acting quickly.

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working papers

A TIME FOR REINVENTION: HOW ARTS AND CULTURE ORGANIZATIONS CAN ELEVATE THEIR CUSTOMER EXPERIENCE DURING THE PANDEMIC

The coronavirus has transformed the way communities interact with nearly every sector, and no more so than in the arts and culture field. While the pandemic has accelerated pre-existing trends, such as the hunger for online experiences, it has also introduced totally new forms of behavior. In this paper, we explain how arts and culture organizations can assess their audience’s reshuffled priorities and design a winning customer experience to weather the COVID-19 crisis.

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Published May 15, 2020

PUT YOUR PEOPLE FIRST: BUILDING ORGANIZATIONAL SAFETY AND RESILIENCY

We are bombarded by opinions on when it will be safe and wise to bring societies back to more normal operations after the outbreak of COVID-19. For your business, however, you need to make firm decisions governed by clear principles. Your employees and your customers are likely looking for certainty, not conjecture. This paper provides a framework for arriving at those decisions, along with inspiration about what tangible steps you might take.

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Watch a recording of the webinar here >>>

Published May 5, 2020

What behavior changes will last after the coronavirus?

The coronavirus has forced us to live and work differently. Some of these new approaches are cumbersome, but others are surprisingly better. What new behaviors will stick once this crisis passes? In this paper, we explain six factors that lead to lasting behavior change, and describe how to use market research to assess whether and how your customers will revert to old patterns or be permanently altered.

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Published April 1, 2020

Using journey maps to understand how the coronavirus has changed customer behavior

In this paper, we delve into four elements that drive customer behavior now in this time of the coronavirus: improving my quality of life, providing for my family, alleviating stress, and ensuring a secure future. We then show the ways that journey mapping can help organizations rethink customer experiences in light of the potentially lasting effects of this crisis.

We also shine a spotlight on the restaurant industry and highlight seven examples that show how these establishments are re-imagining their customers’ experiences.

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April 1, 2020

Managing Through the Coronavirus, Phase by Phase

While the coming months of the coronavirus crisis will be difficult for any manager, the issues businesses will face fall into clear categories and phases. This paper explores four phases the coronavirus crisis will pass through as well as four types of uncertainties to address during each phase to enable both immediate and sustained success.

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March 23, 2020

Strategic PLanning in a time of coronavirus

Coronavirus is creating highly uncertain times, and managers have their hands full navigating the crisis today. But they also need to plan for what their decisions now will mean for the future. This paper shares our learnings for strategic planning during highly uncertain times like these, including traps to watch out for, guidance for scenario planning, and advice for leading strategy conversations virtually.

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March 16, 2020

articles

The Great Reboot: Six ways that Business Inertia Breaks Now, Forbes, April 30, 2020
Three Steps to Innovating for an Unknown Future, Medium, April 27, 2020
After COVID-19, What Behavior Changes will Stick? Forbes, April 20, 2020
Four Learnings from How Hurricane Maria Positioned and Organization to Thrive During COVID-19, Forbes, April 17, 2020
Six Forms of Business Innovation During the Coronavirus Crisis, Forbes, April 7, 2020
Four Steps to Re-Think Customer Experience in the Coronavirus Crisis, Forbes, April 6, 2020
Mitigating Risks to your Business in Times of Uncertainty, Medium, March 25, 2020
Business Strategy Through Four Phases of the Coronavirus Crisis, Forbes, March 23, 2020
A Coronavirus Strategic Plan—5 Ways To Make It Happen In A Business, Forbes, March 16, 2020