STRUCTURING YOUR APPROACH Where Are You in Your Track 1 Track 2 Track 3 Response Stabilize Reopen Grow How You Journey? Make Decisions How You Work In evaluating their own crisis How You response, customers have Engage Customers found it helpful to consider How You the three tracks by breaking Serve Society them down into the four customer-centric capabilities. Follow this approach to ensure Use this framework to reflect on the strongest areas of your crisis response and you structure your response where you need to make significant progress. around your customer. You may wish to pursue all three tracks at the same time by assigning task forces within your organization, but you need to make important decisions in each track to ensure a smooth transition from one to the next. Get more details on what’s needed for each track in the next three chapters. The COVID-19 Response Playbook | 11