The realities of COVID-19 have shaken up our rituals and sense of normalcy—leaving a lasting mark on customer behavior, expectations, and demands. The choices that businesses make impacting customers and community stakeholders will define the future of brand loyalty and organizational performance. In every instance, customer matters stretch far beyond the domain of the customer experience leader or CMO, forcing leaders across functions to rethink their workforce strategies and operational models. In this e-book, we explore a new social contract shaped by the realities of COVID-19, and outline the key trends driving the future of customer engagement. From there, Rapid Innovation can help you apply these trends and pinpoint new opportunities specific to your business’s unique challenges and context.
Customers: A New Standard for Differentiation
About the Authors
Heather Balkema
Senior Director, Rapid Innovation Lead
Heather is a Master Practitioner in North Highland’s Experience Design capability. She is a dynamic leader with the ability to motivate and inspire teams to deliver customer-centric programs that drive brand equity and sales. Heather has over 20 years of experience in marketing strategy, advertising, and experience design across a variety of leading consumer and B2B brands.
Rob Sherrell
Vice President, Customer Transformation Lead
Rob has over 20 years of customer strategy and customer-driven transformation expertise. He has led hundreds of successful customer and employee-centered engagements for B2B and B2C clients across industries. Rob specializes in helping our clients expand their market presence via experience-based differentiation.