Shortly after the Coronavirus pandemic began, we shared how businesses could bounce back to performance with Crisis to Recovery model. Here, we take a closer look at what it means to navigate the ‘new normal’ phase.
Most businesses have their continuity plans in place or have closed down completely. As countries start to reopen, and take baby steps towards some kind of normality, it is time to plan for recovery.
But, if businesses want to survive, the pace needs to change. It’s time to start ramping up plans for growth and recovery - and engagement and communications professionals have a huge role to play.
The simple answer is that we don’t yet know, but the people working in your business can help to define what it might look like for you. And that ‘new normal’ will be different for every business and sector.
For retail, the next focus might be a complete revamp of store experiences to allow for social distancing measures as lockdown lifts. This might be bolstered by a greater emphasis on online propositions, innovative digital shopping experiences and community-building on social media. Luxury categories will be tackling the challenge of how they build and maintain intimate and personal relationships with their customers without human connection.
For banking, recovery could be an opportunity for financial institutions to rebuild trust with businesses and customers by supporting them through the biggest economic downturn since the financial crisis. These institutions will be closely watched and judged - by consumers and employees alike - for how they respond to the ever-evolving needs of their customers and society more broadly.
One thing is true for all businesses: they will need to be more empathetic, more agile and more innovative than ever before. They will need to use this situation as a blueprint for the future of business and work.
It is important that businesses understand how to support employees in the right way at every level of their organisation – especially in times of uncertainty.
Empathy will help instil a stronger, more customer-centric culture, focused on proactively seeking out and responding to the needs of those you serve.
Shifting systems and processes to allow for flexibility and supercharge agility will feed a culture of innovation. It’s fundamental to helping businesses move from survive to thrive.
But where do you start?
United Culture’s team are experts at helping businesses transform and grow. We’ve worked across multiple sectors and within a range of budget constraints. If you need help creating the new normal for your organisation, or you want to bounce some ideas around, contact Victoria.Lewis-Stephens@unitedcultureco.com.