It's fair to say that the world looks very different today than it did last time I sat down to write this newsletter. Whether or not we should have been quicker to anticipate this crisis is a question for wiser heads than mine.
What does it all mean for the customer experience? Times of crisis, whether social or individual, are a crucial moment of truth for customers. This is where you, as an organisation, get to show your true colours, and customers will remember for years how you respond in the next few weeks.
You may have seen that we've recently brought back to the forefront of our branding the phrase "doing best what matters most to customers". Now is a good time to make sure you're concentrating on the things which really matter.
Thanks for reading,