Overpromising and underdelivering is the current customer experience around the world right now. No matter the industry, the product or the service, the customer experience is less than favorable. According to Gallup, when customers are actively disengaged and don’t believe you deliver on your promises, the result is a 19% decline in business outcomes, on average.

The crisis that is evolving from the Covid-19 pandemic is having an impact on where and how you and your employees will work.