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Palgrave Macmillan

The Post-Pandemic Business Playbook

Customer-Centric Solutions to Help Your Firm Grow

  • Book
  • © 2021

Overview

Authors:
  1. Ofer Mintz

    1. UTS Business School, University of Technology Sydney, Sydney, Australia

    View author publications

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  • Presents the book's three themes built around a proposed innovative “anchor” framework
  • Includes a number of managerial and customer interviews as mini case studies
  • Reviews how firms pivoted their marketing strategies in previous pandemics such as SARS

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Table of contents (15 chapters)

  1. Front Matter

    Pages i-xix
    Download chapter PDF

  2. Introduction

    • Ofer Mintz
    Pages 1-14

  3. Section One Introduction: How and Why the COVID-19 Economic Crisis Occurred? A Customer Behavior-based Perspective

    • Ofer Mintz
    Pages 15-18

  4. Five Phases for How Customer Behavior Changed in Response to COVID-19

    • Ofer Mintz
    Pages 19-47

  5. Psychological and Economic Explanations for Why the COVID-19 Economic Crisis Occurred

    • Ofer Mintz
    Pages 49-62

  6. Section Two Introduction: Customer-centric Growth Strategies

    • Ofer Mintz
    Pages 63-66

  7. An Opportunity Unlike Ever Before

    • Ofer Mintz
    Pages 67-77

  8. First Quadrant: Status Quo Growth Strategy (It’s Obsolete)

    • Ofer Mintz
    Pages 79-80

  9. Second Quadrant: New Customer Markets

    • Ofer Mintz
    Pages 81-92

  10. Third Quadrant: New Products

    • Ofer Mintz
    Pages 93-105

  11. Fourth Quadrant: Diversify Simultaneously into New Markets with New or Modified Products

    • Ofer Mintz
    Pages 107-118

  12. Section Three Introduction: The COUNTER COVID Customer-centric Framework Your Firm Needs to Employ NOW

    • Ofer Mintz
    Pages 119-122

  13. Create Emotional Connections to CREATES Loyalty

    • Ofer Mintz
    Pages 123-149

  14. Demonstrate Product Value

    • Ofer Mintz
    Pages 151-178

  15. Extend Digital Footprint

    • Ofer Mintz
    Pages 179-205

  16. Conclusion

    • Ofer Mintz
    Pages 207-213

  17. Back Matter

    Pages 215-224
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Keywords

About this book

COVID-19 forced a dramatic change to customer behavior that resulted in an economic crisis not witnessed by anyone alive. Businesses can no longer operate as before because their customers are no longer operating as before. This book provides customer-centric based guidance for how businesses should adapt to this new reality, deriving insights from academic research, case studies, interviews, and best practice examples from around the world. As validated by hundreds of top-level executives, its readers will gain a better understanding of why customer behavior has changed so they can use the book’s solutions to navigate through and succeed in the post COVID-19 future.



Reviews

The Post-Pandemic Business Playbook is a must-read to help reengineer our paradigms and provide businesses
the toolsets to compete in today’s globally-connected, digitally-fuelled, hyper-intimate competitive environment.



— Laura Anderson, Chairman of OneGlobalVenture, technology entrepreneur, future industries advocate, and “The Future OF”, “Empowering the Future” and “You are the Future” Awards Founder



Mintz provides a masterful consumer-centric perspective on how the COVID pandemic led not just to hardships, but also to opportunities. Some businesses have collapsed while others have thrived. All businesses have a better chance of success if they read The Post-Pandemic Business Playbook and adopt a consumer-centric approach to their market.


— David J. Reibstein, William Woodside Professor of Marketing, The Wharton School, University of Pennsylvania



This book is an invaluable resource for any business leader wanting to understand how customer behavior is changing due to the impact of COVID-19. A perfect mix of research, theory, and real-world examples that can be used as a toolkit to help businesses adapt and grow. 


—Gai Le Roy, CEO, Interactive Advertising Bureau Australia


Authors and Affiliations

  • UTS Business School, University of Technology Sydney, Sydney, Australia

    Ofer Mintz

About the author

Ofer Mintz is Associate Head of the Marketing Department at the UTS Business School at the University of Technology Sydney. He is a globally recognized expert in formulating customer-centric solutions to address problems organizations face, evidenced by his publications in leading journals, talks on five continents, award-winning classes, and experiences assisting firms. 

Bibliographic Information

  • Book Title: The Post-Pandemic Business Playbook

  • Book Subtitle: Customer-Centric Solutions to Help Your Firm Grow

  • Authors: Ofer Mintz

  • DOI: https://doi.org/10.1007/978-981-16-5868-6

  • Publisher: Palgrave Macmillan Singapore

  • eBook Packages: Business and Management, Business and Management (R0)

  • Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2021

  • Hardcover ISBN: 978-981-16-5867-9Published: 13 February 2022

  • Softcover ISBN: 978-981-16-5870-9Published: 14 February 2023

  • eBook ISBN: 978-981-16-5868-6Published: 12 February 2022

  • Edition Number: 1

  • Number of Pages: XIX, 224

  • Number of Illustrations: 70 illustrations in colour

  • Topics: Marketing, Online Marketing/Social Media, Customer Relationship Management, Consumer Behavior

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