How can you make customer-centric decisions in times of crisis?

In crisis situations, a concise mission statement reflecting core values is invaluable for guiding critical decisions. Take Medtronic's mission: 'Alleviate pain, restore health, and extend life.' This clear, purpose-driven statement guided my decisions in clinical trials. It functioned as a decision-making compass: if an action didn't align with these goals, it wasn't the right path.

Core values act as a guide while facing a storm. It's always crucial to stick to these basic values while making customer-focused decisions. You can always start by thinking about the basic reason why your business exists and what good it does for the customers. Personally, when put in a tight spot, I ensured that I stayed true to keeping customers informed and satisfied. Honesty indeed is always the best policy. This not only helped my customers remain loyal, but it also built TRUST, which happens to be the main ingredient of any relationship.

Assign cynic says "People don't buy what you do; They buy, WHY you do it! Reaffirm your WHY, your core values aligning with customer needs for effective decision-making and action in crisis circumstances. Key Takeaways Know your WHY! Core values act as guiding principles for decisions and actions. They should align with what's important to you and your customers. In crises, reassess and ensure they reflect current customer needs and expectations. Know your business purpose, benefits to customers, and desired customer perception. And remember, people do not buy what you do, they do buy, why you do it!

It's always a good idea to reflect on the conduct of your business. Always strive to reflect and improve the purpose of your business as demands arise. Many of the new demands come from your customers, and this will help you better shape your products and services.

Crisis moment comes accidentally and mentally one may not be ready how to meet that situation. It is just action in spontaneity.A business concern thus does the same thing, at the first to be business centric with matching customer orientation. Profit may not be option and charity may drag even the lost customers of the past to be inside. It is the right opportunity to act socially and this may be best promotion option.Calamity will go, but memory will be cherished with some good action and I am sure business will rise rapid..

La clave de todo negocio es medir datos. Con el fin de obtener el panorama completo , responder cuestionamientos importantes, poder anticipar tendencias y evaluar nuestros resultados. Si establécenos variables de manera sistemática podemos probar hipótesis y nuevamente evaluar resultados. Recopilar, tener información y medir la misma es todo un reto. En esta era digital podemos obtener grandes muestras mediante encuestas , registros de ventas , formularios web , registros de eventos al ser más personalizados pueden generar una mayor confiabilidad , el cliente siempre tiene algo que decir.

In my experience, data gathering is one of if not the most important step. In the midst of chaos, we need to be able to get all the information from our customers, our own internal sources, and also 3rd parties that is involved in the situation. All the information that we get helps us understand the situation more so that we are able to provide the best solution to our customers. If we can resolve the issue on the first attempt and at the same time prevent the issue from arising again, that would be the best for our customer’s current and long future experience nurturing a healthy relationship between both parties.

Gathering relevant data is key for informed decisions. It is essential to collect, analyze, and evaluate data from customer feedback, market research, industry trends, and internal reports. This helps understand situations, problems, and solutions. Prioritize data quality, reliability, and relevance. Avoid outdated, biased, or incomplete data to prevent misleading conclusions. Proper data analysis leads to actionable insights, aligning decisions with customer needs and market realities, ensuring strategies are effective and up to date.

For me, decision making is about accuracy and speed. Too often I see decisions being made by committee, which rarely achieves either of those things. Before consulting a committee (ie stakeholders) I ask myself 3 questions: - If I asked them X, what would they say? - If I got no answer, what would I do? - What information am I missing which makes me believe I can't make this decision? I agree with confidently communicating to stakeholders about decisions that have been made and why. Doing this well is valuable skill to have. I diagree with the need to consult over every decision though - if I need to constantly consult people to make a decision, am I an executor or an assistant?

Personas o negocios que son esenciales, es decir que aportan a que la misma organización se mantenga a flote son los denominados Partes Interesadas , estos pueden resultar afectados si no se cumplen sus expectativas o necesidades. Hay que tomar en cuenta que conforme va pasando el tiempo debe de haber una revisión minuciosa ya que las partes involucradas pueden cambiar por ejemplo en su dirección. Clientes .- cuidar calidad de productos y servicios Accionistas.- Rentabilidad, costos , crecimiento de organización y productividad Proveedores.- Alianzas estratégicas y calidad Personal .- Seguridad Laboral, desarrollo personal, profesional y satisfacción. Competidores.- mostrarse atento a cambios innovación, desarrollo , marca y posición.

Always first listen to the situation and perspective of our customers. Put ourselves in their shoes and be empathetic about the situation. Let the customer know that we understand their feelings and concerns, and that we will support them through the endeavour. If the situation permits, involve and share to them while we are attending to the issues so they know that why we are doing certain things in a certain way, as well as what would be the expected outcome that we hope to achieve to best attend to their needs. When they are involved and informed of our actions, we can build trust and loyalty as we can make them feel like we are going through the issue and resolving it together.

When faced with multiple options or choices, it's important to always take your time to check each option in detail. Always choose the one that fits best for both the customer as well as the organization. Take into account what could go well or what could go wrong. The best example is like picking the best path on a map. The shortest route need not be the fastest or the safest route.

When we have multiple options to resolve an issue, we must consider what is the core need and concern from the customer. Only when we know what concerns them the most, we are able to make the best decision that resolve their problem while also attending to their feelings. Sometimes the best way to resolve and issue is not the most effectively way at making the customer feel like they are respected and appreciated.

When you decide on something, stick to it. Once the decision is implemented, make a plan, and continue to review it at regular intervals. to see how it's being accepted. By doing so you can plug in any loopholes. The best example I can share is while steering a ship – always keep an eye on the course to reach your goal. By doing so any stormy weather faced won't come as a surprise.

Implementing a decision requires confidence and commitment. Plan and execute necessary actions for effectiveness. Monitor and evaluate outcomes, measuring performance indicators against customer expectations and value delivery. This ensures your decision's success and relevance.

Leveraging experience is crucial for refining decision making. Review past decisions and their outcomes, assessing strengths, weaknesses, opportunities, and threats. Embrace customer and stakeholder feedback, learning from mistakes, successes, and best practices. Apply these insights to future decisions, continuously improving your approach. This cycle of reflection, feedback, and application fosters growth and better outcomes.

Be ready to choose - Lesser of the evil. While executing customer centric decisions, often the decision is black & white. The troubling aspect is grey zone, here people often don’t take decisions, due to fear of hurting some aspect, which is worst. Strong believer of Game theory & prison framework in such times ! Let the probabilities play !

In times of crisis, beyond customer-centric decisions, consider prioritizing employee well-being and communication. Engage with your internal teams transparently, ensuring they understand the situation and are equipped to support customers effectively. Collaboration with industry partners and stakeholders can provide shared insights and resources. Additionally, maintaining financial stability and exploring innovative solutions, such as digital transformations, can contribute to long-term resilience. Regularly reassessing the situation and adjusting strategies based on the evolving landscape is crucial for navigating through challenging times.

Making customer-centric decisions during times of crisis is crucial for maintaining strong relationships, addressing evolving needs, and ensuring long-term business sustainability. Here are some strategies to help guide your decision-making process: 1. Stay Connected and Listen 2. Prioritize Safety and Well-being 3. Flexibility and Adaptability 4. Provide Value and Support 5. Collaborate and Co-create Solutions 6. Anticipate Future Needs 7. Communicate Transparently 8. Monitor and Iterate By prioritizing the needs and concerns of your customers during times of crisis, you not only strengthen relationships but also position your business for long-term success.