I need to pivot

Pivoting was one of the most talked about words of 2020 – but what does it actually mean?

In academic terms it means changing direction when you realise your current products, services or processes aren’t meeting your customer’s changed needs.

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For example, face-to-face meetings were no longer meeting our needs as an organisation in 2020 (as no one could attend them) so we pivoted to online delivery.

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Sometimes the way your customers needs have changed isn’t so obvious though. That’s where it’s worth doing a bit of work to understand them in more detail – learn how below!