The cheese has moved.
Your customers’ needs have been drastically altered as a result of this global pandemic. As they are now exposed to new options and experiences, forced to learn and change behaviour, their preferences are evolving.
Some of it is bound to stick.
Reimagining your customer journey and inspiration is not optional.
Adjusting your operations and internal capabilities to accommodate these new realities would be prudent. Doing so before understanding how your customer is evolving could result in an irreconcilable divergence.
Understand then execute.