With many brands and businesses now resuming operations, society has entered a new phase of the COVID crisis—and consumer expectations and behaviors are changing in real-time. New research from customer experience consultancy Market Force Information examines the new...
When your leaders and frontline communicators are doing media interviews or Zoom sessions from home, what do you see? Technical glitches? Wooden delivery? Content overload? Now might be the time to stage an intervention. Our expectations for a quality virtual...
If you’ve been tuning in daily to watch the news and pluck a few insights from press conferences, you’re in the majority. Most of us are on a steady diet of headlines, charts, and info about COVID-19 as we try to piece together how the pandemic will further impact our...
New research shows that more than a third of U.S. employees say their level of trust in their organizations has changed during the COVID-19 pandemic, with equal levels reporting gains in trust (17 percent) as reductions in trust (17 percent) as the public health...
It is undeniable that the entire world is feeling the effects of COVID-19, but few businesses are under such intense pressure as those in the travel and hospitality industries. Both domestic and international travel has ground to a halt, and self-isolation has forced...
It’s easy to be at a loss for words. The economic and emotional toll of our current situation has kneecapped markets, societal structures and our collective sense of safety. Trying to make sense of it can feel like an exercise in futility. That said, as proven by the...
The “new normal” has taken a “new” twist. For decades, the privilege of working from home seems like it has been largely reserved for elite, white-collar workers. In a matter of weeks, the COVID-19 crisis forced millions more workers into remote work—and a recent...
Imagine going to work each day armed with the best colleagues, the best technology, the best training, and the best education to battle a resilient, ever present, and capable foe. You do your best and people still die. Wake up the next day, do your best, people die....
Even saying it seems like an oxymoron—it’s not exactly normal if it’s completely new. Truthfully, the new normal will be defined by the choices we make today and, most importantly, tomorrow. While it’s been said many times, the present experience is rather...
Consumers were forced to adapt to new retail behaviors when the COVID pandemic took hold in the U.S. in March, and embarked on a series of trial-and-error activities over the last two months, in many cases seeking out the most crisis-sensitive brands, and retailers...
With stay-at-home orders extending into their second month for many areas, it is essential that brands investigate how to pivot their messaging and stay relevant to their audiences. With its creation of a 570-piece puzzle colored entirely in “ketchup red,” Heinz has...
New research from crowdsourced shopping platform Slickdeals found that the COVID-19 pandemic has consumers shopping more impulsively than prior to the pandemic. In January of 2020, before the pandemic, the average American was found to spend $155.03 monthly on impulse...