Coronavirus: Leadership and Recovery: The Insights You Need from Harvard Business Review

 

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ENSURE THAT YOUR CUSTOMER RELATIONSHIPS OUTLAST CORONAVIRUS

by Ted Waldron and James Wetherbe

The Covid-19 pandemic has forced businesses to maintain and build relationships with consumers when their world has been upended. Businesses are now facing tension between generating sales during a period of extreme economic hardship and respecting the threats to life and livelihood that have altered consumer priorities and preferences.

This tension is very real, particularly for newer ventures or smaller businesses that provide discretionary products and may not have the resources to survive long periods of severely diminished cash flow.

The coronavirus has changed even large, more established companies literally overnight. On March 16, Nordstrom’s ...