Customer and brand

COVID-19 enterprise resilience checklist

Businesses that create more meaningful customer relationships during times of crisis have been proven to outperform the competition over the long term. Use EY checklists and insights to help build customer loyalty and strengthen your brand now, next and beyond.

Key considerations

These are key focus areas in the near term:

  • Research impact by customer segment
  • Scenario analysis to model demand changes
  • Understand customer liquidity impacts
  • Immediate brand sentiment analysis
  • Communicate with empathy and clarity
  • Immediate mitigation of any “tone-deaf” communications
  • Mitigate product supply issues
  • Align communications with sentiment analysis
  • Use analytics for targeted and empathetic campaigns
  • Expand digital resources and access for virtual sales and service
  • Expand network capacity to handle increased digital demand
  • Mobilize virtual agile development practices

Organizations are preparing themselves to be able to operate in a new normal.

  • Consider non-crisis related “escapist” communications
  • Continued transparent and empathetic comms
  • Create, revise and enhance digital customer journeys
  • Prepare capacity and content for self-service and digital sales
  • Enable remote experiences with a personal touch
  • Shore up capability for digital payments

Reinvention and the pursuit of new sources of value over the long term.

  • Ongoing brand sentiment tracking
  • Prepare for recovery campaigns
  • Re-align brand messaging with recovery
  • Reflective comms on learnings and the optimistic future
  • Invest in emerging digital technologies
  • Embed automation in operations (configure price quote, order execution, fulfilment)

Lead through the COVID-19 crisis

We have a clear view of the critical questions and new answers required for effective business continuity and resilience.


Contact us for immediate support

Gain access to our help with crisis management, business continuity and enterprise resilience.