All Episodes

June 27, 2020 31 mins

Never Let a Good Crisis Go To Waste

 

I am fond of an old saying that goes like, "Never let a good crisis go to waste." Part of the reason I like it is it points out that even something as grim as the COVID-19 Pandemic has a silver lining. In this case, it presents an opportunity to reimagine what you do with customers and take advantage of the environment of change that the "new normal" in business will offer. 

 

Key Takeaways 

 

This episode of The Intuitive Customer explores how organizations respond to the crisis and which ones will be the most successful. There are similarities across industries in how business is handling the changes, some more successfully than others. Also, customers are in a different place than they were at the start of 2020 as well. Here are a few of the key takeaways from what we observe:

 

  • There are three ways organizations have responded to our current economic climate:

 

  • Reacting: They have changed but believe the changes are only temporary until we return to normal.
  • Responding: They have made changes they intend to continue in the short-term, meaning for at least a year or so.
  • Reimagining: They see the advantage of the disruption of business-as-usual and are using it to pull forward plans they were delaying.

 

  • Loss Aversion is at play, also. Businesses are in a loss mindset, which can drive unusually risky behavior. In other words, things are bad, so some companies are willing to try something they otherwise wouldn't be able or ready to try.

 

  • Different places have different experiences. Sweden didn't shut down; the UK did. The state of Georgia opened in April and California in June. People have had varying degrees of disruption to their former daily lives and will respond accordingly. 

 

  • The Kubler-Ross stages of grief model is affecting customer behavior. Where your customers are in the five stages of grief—denial, anger, bargaining, depression, and acceptance—influences how they feel today. Someone who has accepted the changes will behave differently than someone who denies that the pandemic is real. 

 

  • There is likely going to be a second wave. Without a vaccine, people are likely in for another wave of "stay-at-home" orders in the fall. Will you be prepared?

 

Recommended Actions

 

Knowing that the crisis does present opportunity, we have been advising our clients to do the following as they re-open:

 

  1. Interpret new customer behavior. Can you observe customer behavior and the emotions that influence them to act that way? 
  2. Identify t
Mark as Played

Advertise With Us

Popular Podcasts

On Purpose with Jay Shetty

On Purpose with Jay Shetty

I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!

Las Culturistas with Matt Rogers and Bowen Yang

Las Culturistas with Matt Rogers and Bowen Yang

Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.

Crime Junkie

Crime Junkie

Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.

Music, radio and podcasts, all free. Listen online or download the iHeart App.

Connect

© 2025 iHeartMedia, Inc.