Everything just changed: How to keep your customers at the center during turbulent times

As marketers, it's essential to understand that change is constant and businesses need to adapt quickly to survive. The current pandemic has dramatically changed customer behavior, and companies like Intercom are navigating these changes by focusing on customer impact, communicating proactively, adding value, stepping up to help others, and reviewing their product and marketing plans. A robust communications strategy should include proactive communication, self-service with bots, and human interactions in one-to-one conversations. Expecting change at every turn and planning to adapt is crucial, and understanding customers' new context is key to integrating insights into product and marketing plans.

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