Throughout 2020, a large national company sent out email surveys to its customers asking various questions including ones relating to product offerings, the quality of service they had received, the ease of the use of the website, any features that customers wished the organization offered, etc.

At the end of the year, the business sent out an email stating not only the results of the surveys, but also, what the organization had done about it.

This wasn’t a typical “patting ourselves on the back” year end review, instead it was a demonstration of how the company was listening, hearing and then taking action on the information it received from its customers.

The organization was willing to change its mind regarding certain initiatives based on the feedback that they had received throughout the year. If they had wanted to create a such and such product, but the customers said they weren’t interested, the company was willing to change course and instead create something their customers did want.

Flexibility and adaptability will be the two most useful skills for organizations heading into 2021.

How adaptable are you?