Businesses around the world are experiencing the impact of the same global pandemic, but each enterprise’s path to recovery will be unique. Executive leaders must plan actions that will support and influence the post-pandemic outcomes. 

Now is the time to develop a post-pandemic strategy to insure that you emerge from this crisis in better shape than ever. Nobody predicted Covid 19. And nobody saw how bad this pandemic would get. So it would be easy to conclude that the future is unpredictable, why bother plotting planning seems less relevant. But strategic thinking may be more important than ever.

Strategic thinking is about consciously shifting focus. It’s going from “fire fighting” to fire-starting, from tactical to strategic. It’s about shifting from an ad-hoc, crisis-driven, reactive mode of operating, to a pro-active, can-do, seeing-what’s-next mode of operating. It’s about carving out time to consider how the world is changing, and will evolve during the next year, three years and five. It’s about shifting from hunkering down to opening up to new possibilities, new business models, new products and customer solutions.

Be customer-centric

Being customer-centric isn’t just a mindset or facet of company culture. There are concrete steps business organizations can take to be truly customer-driven and provide meaningful support, such as taking the time to ensure all user experiences and customer funnels are easy to navigate, designed with quality and enjoyable. Business organizations should also responsibly collect customer feedback and execute on it as much as possible, and provide free resources such as informative and relevant blog posts or webinar content. Another example of being customer-centric is to prioritize customers’ needs first. When a crisis like COVID-19 hits, business organizations need to look out for their customers by offering coping mechanisms such as project flexibility and delivery assurance.

Go digital

Going fully digital and providing an online experience aligns with how consumers purchase goods and services, now more than ever. Also, by providing a digital experience, business organizations can be more nimble in accommodating customers for whom time really matters. Small businesses and contractors, for example, typically require business (or even the ability to display proof of business) very quickly. They also often request immediate changes to their policies as a result of bringing on a new client or taking on a new type of project. By going digital, business organizations can satisfy such customer requirements in a seamless and scalable manner, even offering instant price adjustments if needed.

Leverage cutting edge technology

Technology like artificial intelligence (AI) and machine learning is vital for simplifying historically complicated, human-intensive and time-consuming purchasing processes. For instance, the technology can be leveraged to automatically assess and determine what a prospect truly needs to thoroughly protect the business. AI, data science and analytics can enable 24/7, instant, customized purchase experiences and products, as well as providing more accurate pricing, thereby improving affordability for prospects and customers. The way to truly transform the industry and customer experience is to provide a technology-driven full stack service that can address the entire value chain all under one roof.

Learn from unprecedented events

One of the many things our industry has learned from the coronavirus is that there’s an appetite for business coverage that helps address once-in-a-lifetime events. Now is the time to investigate how some form of government assistance or a consortium of rebusiness providers can be leveraged to provide such coverage and help share the risk so that business can remain affordable for smaller businesses — even during tumultuous times. This is a hard problem that hasn’t been solved yet. Business organizations and government entities may need to collaborate to obtain a solution for this very real need. 

Simplify customer experiences

For small businesses, acquiring and maintaining business coverage has always been an incredibly complex task, as they typically have multiple options and carriers involved. There’s a timely opportunity for business organizations to simplify and streamline the small commercial business experience, especially given all the challenges this demographic will continue to face as a result of the pandemic.

Certification for  continuous assurance

Having an ISO or a CE Certification is simply telling your clients that you have a quality product or service. It helps you communicate to your potential clients that you stand apart from the rest of your competition and that is exactly what is required in this post-pandemic scenario. The current business space is shrinking and revival is something that may take a little more time than previously anticipated. Think of it as a race and the way to be ahead is to come out on top; unique and more reliable than your competitors. While pricing is definitely going to have an impact on future business opportunities, quality assurance and general safety will always take precedence. Having a simple ISO 9001 implemented and certified will communicate your commitment to quality, having an ISO 27001 communicates your commitment to information security. The food industry especially will require more confidence instilling activities and having food safety standards implemented demonstrates your ability to deliver safe food.

As a consultancy, we at CertPro have already assisted many business organizations in coping with the post-pandemic economic situation, and our certification services have not helped them survive but have helped them grow even in this market space.

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