By Monica E. Oss So the Presidential debate last Tuesday night was full of surprises—no need to say more. But I did learn a new term—the “K-shaped recovery.” The more I learned, the more it became obvious that this is a concept with big implications for any organization serving consumers with complex support needs. So what is the K-shaped recovery curve? When we talk about economic recovery after a crisis in terms of letters—V, U, L—we are referring to the speed of the recovery. Rapid recovery with sharp decline and sharp return, sharp decline with a period of stagnation followed by a rapid rise, and sharp decline followed by lingering economic stagnation, respectively. But what all of…
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