What question did this study set out to answer?

The research aims to explore how customer-centric strategies impact organizations during crises.

February 13, 2026Open Access

Customer-Centricity in Crisis Management: Lessons From Leading Organizations

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Case studies reveal that customer-centric strategies enhance loyalty and trust in crisis, suggesting key managerial practices.

The research aims to explore how customer-centric strategies impact organizations during crises.
Analyzed four case studies from telecommunications, technology, cultural, and tourism sectors.
Focused on the role of customer-centric strategies during crises.
Identified practical recommendations for businesses.
Organizations adapting to client needs reported increased customer satisfaction.
Tailored client support was effective for maintaining business continuity.
Proactive segmentation and empathetic communication were highlighted as critical strategies.

Zekan et al. (2026) studied this question.

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