Welcome to the 7th edition of the CX by Design Ideas newsletter, a monthly mailing by your hosts, Lis Hubert and Diana Sonis, with a focus on sharing human-centered ideas for business. A massive THANK YOU to each of you for being here!
Los Angeles, CA, Monday morning, April 6, 2020
Phew, what a week, a month, a year 2020 has been!
For many of us it feels like 2020 has been cancelled. The COVID 19 pandemic has been a disaster for numerous businesses. "Non-essential" business closures across the nation (and most of the world!). Setting employees up for remote work. Letting go of staff. The list goes on and on.
And yet, there's hope.
People are figuring out how to disaster-proof their business to be more resilient in sudden downturns. We're seeing many small-medium sized businesses take their products and services online in innovative ways, resulting in multiple new revenue streams.
Even more heartwarming is seeing customer (and employee) experience come to the forefront of business operations. This global disaster is forcing many businesses to reckon with how they take care of their customers and employees. And, while it feels like trial by fire, businesses are seeing the gaps in their current customer experience as opportunities to do more.
In this month's newsletter, we're focusing on practical ways to listen with empathy to help you identify growth opportunities for your business. These practices are more vital than ever in the new COVID environment.
We don't know what 2020 has in store for all of us. But, it's clear that customer experience should be a vital part of ongoing business operations if you want your business to thrive in this new normal.
Take care of yourself, your loved ones, and your business.