Section Three Introduction: The COUNTER COVID Customer-centric Framework Your Firm Needs to Employ NOW

Ofer Mintz ()
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Ofer Mintz: University of Technology Sydney

Chapter Chapter 11 in The Post-Pandemic Business Playbook, 2021, pp 119-122 from Springer

Abstract: Abstract This brief introduction to section three introduces the COUNTER COVID customer-centric framework firms need to employ for their daily post-pandemic customer interactions. The chapter also provides several case examples that help readers understand that once firms enact customer-centric growth strategies to adjust to their post-pandemic new directional reality, they can no longer implement these strategies using their pre-pandemic focus on customers’ hedonic-based behavior. Instead, firms need to adapt their everyday interactions with their customers by employing a customer-centric focus that prioritizes their existing and potential customers’ shift to utilitarian-based behavior and preferences to connect with firms at a personal level.

Date: 2021
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DOI: 10.1007/978-981-16-5868-6_11

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