Basics 7: AC essentials

1. After Covid (AC), our customer focus, responsiveness and service will need to get even better.

2. because expectations have changed, behaviours have shifted and certainly for a time there may be more regulation. And perhaps lurking in the shadows, Covid Phase II.

3. as always, we deal with the customer in the perfect combination of high tech and high touch.

4. high tech needs to be a whole lot better. Be amazed at what can be done remotely and many will wish to be done remotely. Make it a dream for the customer to do business with you.

5. but high touch becomes more critical. How does the customer actually speak to you? Easily, rapidly and without needing to waive away layers of menus or thwart streams of bots. Love the (potential) customer.

6. act sooner, be more agile, have a robust plan.

7. Assemble the team. Plan to leap the box.