April Jefferson & Mark Kilby - Holding the Space that Customers Need Now

We will share how we strive to empathize in all things with our customers. How we are still creating but also actively seeking feedback. It’s not just reacting to the fire alarms but how to truly become essential to people. Constantly striving to learn and continuously improve.

At the beginning of the pandemic, individuals were deemed “essential” if they provided services that people truly needed. Other businesses were mandated to close. Businesses and services adapted to remain open, and some learned new ways to try to reopen.

When we take stock of where we are now and what has happened, we notice something is missing. We ask ourselves, how are we looking for opportunities to keep our services and businesses running and provide people with what they need now?

The more we move away from customer-centricity, the more we do harm. We may not see the impact right away. But we see some of the symptoms now: How has it stifled learning? Providing feedback? Being able to receive information? Where are the “multiple horizons” for our business and services?

From our stories of providing education and learning opportunities you will discover ways to invest in customer centricity for today.