There’s a little bit of irony in the title of this article. Why do we have to make sure the customer—and employee—experience is crisis-ready? Well, as John Kennedy said, “The time to repair the roof is when the sun is shining.”

Back in November 2012, I wrote an article titled, “Are You Ready for Black Friday?” The point of that article was related to what I’m writing about here. I’m sharing my updated thoughts on this topic because they relate to the current Covid-19 situation.

If your organization is customer-centric, and if you are working to improve the customer experience every day, then today (or this year) is no different in terms of what you should be doing to deliver a great experience. Consistency in the experience is key, regardless of the time of day, the time of year, or a pandemic that lasts months or longer.

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