How to Keep Customer Service You Promised During Unprecedented Times

Senior VP of Strategic Planning
Chip Overbey

In a recent discussion with fellow business leaders, someone asked: “How is the unprecedented global health crisis changing your customer’s experience with your company?” My answer is; it shouldn’t.

When navigating a challenging business cycle, companies and their brands need to remain true to the characteristics and experiences that define them in the minds of their customers and the marketplace. Businesses should resist the temptation to take actions that offer potential short-term gains but also could compromise their long-term reputations.

In fact, during trying times, leadership should focus on actions that bolster their ability to meet customer expectations. Focus on consistently delivering customer experiences that the company and brand promise. At Old Dominion Freight Line, we embrace this approach; it has allowed us to keep our promises during difficult times like a recession or health pandemic, as well as in periods of economic expansion and market growth.

Businesses should resist the temptation to take actions that offer potential short-term gains but also could compromise their long-term reputations.

Chip Overbey
Senior VP of Strategic Planning

Chip Overbey

Improving efficiencies within your business is your responsibility as a leader, but so is protecting your brand.  

Chip Overbey
Senior Vice President of Strategic Planning

Chip Overbey

Need More Information?

Contact us by email or simply call 1-800-235-5569 to be connected to an Old Dominion customer service representative.