Let’s face it, COVID-19 forced most business leaders and entrepreneurs to alter their operations, service delivery, and customer experience overnight.
If, before COVID -19, you sold flowers in a traditional retail store, suddenly; you had to find a way to take your entire business online. Service providers leveraged technologies to maintain relationships with their clients and minimize revenue losses.
COVID-19 was a gut punch that forced radical business transitions, reduced service interactions to digital exchanges, and produced functional yet largely undifferentiated service experiences.
During those urgent transitions, most leaders functioned on adrenaline and survival instincts.