The small things are also big things.
While big business moves might help a lot of people, the importance of everyday moments to support customers in need cannot be overstated. It could be as simple as being an empathetic voice or taking a small task off a customer’s plate, but that might be exactly what the customer needs in a difficult time. Don’t be shy to act with heart and take subjective liberties where you have the power to do good.
Delivering for your customers in crisis requires courage, conviction, perseverance, and flexibility.
Opportunities, ideas, and innovation come from all corners of the business, regardless of role or level. Giving those opportunities legs requires courage to speak up, conviction to act, perseverance to overcome roadblocks, and flexibility to accept bending the norms. More than ever, it behooves you to embody these characteristics and ask the same of your colleagues so you can swiftly build coalitions for action.
Your willingness to act in an extraordinary time can have an extraordinary impact.
Perhaps the most important message is that your calling to be empathetic to customers, both emotionally and practically, doesn’t change under the “new normal.” What has changed is that you’re empathizing with a need of greater magnitude, and therefore your call to act and the potential of your actions also carry greater magnitude. As you recalibrate to the influence you can have, you should also recalibrate your bar of how and when to take action.
The million-dollar question is, How will you take on this charge?
How will you pull the emotional and practical levers of CX to support your customers when they need it most? What are the small things you can do each day or the big opportunities you can surface and rally behind? Where might it be worth making that subjective call, taking on an extra task, or making the extra push in light of the present situation? You have a chance to make a profound impact on your customers, so empathizing with your heart and your head is more important than ever. You can make a difference.