83. The 3 Pillars of Post-Crisis Customer Communication w/ Brian Gilman
The onset of the COVID-19 pandemic created a variety of crises and challenges at each of its 3 stages. Though the pandemic persists, its consequences are more clear and the crises become more manageable. As we enter a post-crisis phase (Jun 2020-Dec 2021), we must focus on the systems we’ve put in place to communicate with customers in terms of both how they’ve changed and how they must further evolve. In this episode, Brian Gilman, Vice President of Solutions Marketing at Vonage, shares his perspective on the 3 pillars of post-crisis communications — and what has to change forever. What we talked about: - The permanent changes to customer communication systems - Why we say goodbye to “future proofing” (and perhaps to long sales cycles) - How to make the immediate shift to fast implementation and decisions - The 3 pillars of the post-crisis period: replacement for work from home, fail overs for continuity, and augmentation Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.