As your employees and customers face these evolving challenges, your brand has an opportunity to support them with creative solutions. By prioritizing communication, authenticity, and innovative problem solving, your company can deliver an experience that will make both the employee and customer feel valued and be remembered long after the crisis has passed.
19:23 “So cutting a little bit of slack on service levels, I think there's a certain amount of leeway that companies have to balance the amount of resources they have, and the kind of service levels they can promise to their customer base.
But at the same time, they're looking to that company. They go to them and say, ‘I have a need, I need you to help solve my problem or get a product or service or rearrange payments or whatever.’ And you got to deliver on that need still.”