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Section Three Introduction: The COUNTER COVID Customer-centric Framework Your Firm Needs to Employ NOW

In: The Post-Pandemic Business Playbook

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  • Ofer Mintz

    (University of Technology Sydney)

Abstract

This brief introduction to section three introduces the COUNTER COVID customer-centric framework firms need to employ for their daily post-pandemic customer interactions. The chapter also provides several case examples that help readers understand that once firms enact customer-centric growth strategies to adjust to their post-pandemic new directional reality, they can no longer implement these strategies using their pre-pandemic focus on customers’ hedonic-based behavior. Instead, firms need to adapt their everyday interactions with their customers by employing a customer-centric focus that prioritizes their existing and potential customers’ shift to utilitarian-based behavior and preferences to connect with firms at a personal level.

Suggested Citation

  • Ofer Mintz, 2021. "Section Three Introduction: The COUNTER COVID Customer-centric Framework Your Firm Needs to Employ NOW," Springer Books, in: The Post-Pandemic Business Playbook, chapter 0, pages 119-122, Springer.
    • Handle: RePEc:spr:sprchp:978-981-16-5868-6_11
    DOI: 10.1007/978-981-16-5868-6_11
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