The Post-Pandemic Business Playbook: Customer-Centric Solutions to Help Your Firm Grow

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Ofer Mintz

The Post-Pandemic Business Playbook

Customer-Centric Solutions to Help Your Firm Grow

Ofer Mintz

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English

Palgrave Macmillan
14 February 2023

Customer services

COVID-19 forced a dramatic change to customer behavior that resulted in an economic crisis not witnessed by anyone alive. Businesses can no longer operate as before because their customers are no longer operating as before. This book provides customer-centric based guidance for how businesses should adapt to this new reality, deriving insights from academic research, case studies, interviews, and best practice examples from around the world. As validated by hundreds of top-level executives, its readers will gain a better understanding of why customer behavior has changed so they can use the book’s solutions to navigate through and succeed in the post COVID-19 future.

By: Ofer Mintz
Imprint: Palgrave Macmillan
Country of Publication: Singapore
Edition: 1st ed. 2021
Dimensions: Height: 210mm, Width: 148mm,
Weight: 323g
ISBN: 9789811658709
ISBN 10: 9811658706
Pages: 224
Publication Date: 14 February 2023
Audience: Professional and scholarly , Undergraduate
Format: Paperback
Publisher's Status: Active

1.Introduction.- 2.Section One: How and why the COVID-19 economic crisis occurred? A customer behavior-based perspective.- 3.Five phases for how customer behavior changed in response to COVID-19.- 4.Psychological and economic explanations for why the COVID-19 economic crisis occurred.- 5. Section Two: Customer-centric growth strategies.- 6. An opportunity unlike ever before.- 7. First quadrant: status quo growth strategy.- 8. Second quadrant: new customer markets.- 9. Third quadrant: new products.- 10. Fourth Quadrant: Diversify simultaneously into new markets with new or modified products.- 11. Section Three: The COUNTER COVID customer-centric framework your firm needs to employ NOW.- 12. Create emotional connections to CREATES loyalty.- 13. Demonstrate product value.- 14. Extend digital footprint.- 15. Conclusion.

Ofer Mintz is Associate Head of the Marketing Department at the UTS Business School at the University of Technology Sydney. He is a globally recognized expert in formulating customer-centric solutions to address problems organizations face, evidenced by his publications in leading journals, talks on five continents, award-winning classes, and experiences assisting firms.