Rebuilding customer experience for the COVID-19 recovery

As COVID-19 upends the customer experience, brands need to think beyond short term fixes, according to research by BBH London.

Why it matters

Brands will need to assess the impact of COVID-19 and develop twin strategies for both brand and customer journey recovery.


  • If there was ever a time to overhaul a brand’s inventory and emerge even more stronger, this is it.
  • Give people a sense of control and structure, as well as small joys that foster a sense of hope and fulfilment.

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