The coronavirus pandemic has put tremendous stress and uncertainty on both financial services firms and their customers. Millions of people have lost income or jobs, markets remain volatile as events continue to unfold, and individuals and organizations must sort through potentially confusing and conflicting advice on what safety and prevention measures to take.
As every good leader knows, managing perceptions is critical to managing a crisis. During this crisis, consumers have been forced to reassess their relationships with and commitments to various organizations, institutions and services. Consumers want to perceive that you are as committed to your relationship with them now as you were before the pandemic, and that you are taking steps to maintain and indeed strengthen that relationship.
it’s not necessarily the case that coronavirus has resulted in a breach of trust with your customers, taking proactive action to address their uncertainties can provide them confidence in your relationship going forward.
In this report, we’ll share strategies that will help you connect with your customers right now while simultaneously positioning you for success in the long run by inspiring new levels of customer confidence.
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