There's an old saying in business that “a happy customer tells a friend, but an unhappy customer...
Customer Experience & expectations in a post-COVID world
COVID-19 has brought us extended lockdowns, pervasive uncertainty, and fundamentally changed the world as we know it. All of these factors are reshaping customer behaviour. This pandemic has changed how we interact and consumers across the globe are looking at products and brands through a new lens. Namely, how and where we like to shop and checkout. So how do you make sure you're continuing to give your customers the experience they expect, when those expectations have shifted? Below are a few points that can help you stay connected to your customers.
1. Meet your customers where they are today
2. Reimagine customer experience
3. Build capabilities for a fast changing environment
Meet your customers where they are today
Customers’ normal patterns of life have come to a halt. Simple activities like a trip to the grocery store or dining out with friends are now difficult, risky, or even prohibited. As a direct result, demand patterns have shifted. It’s undeniable that the growth of online shopping is far outpacing the sales from brick-and-mortar stores. Customers now need digital at home options - easy check out, online tracking and hassle-free returns options to name a few.
Reimagine customer experience
As I mentioned above, we expect consumer habits and preferences to change. Ensuring your delivery model is able to help consumers navigate in this time, will establish a strong advantage against your competitors. For example, in China there has been a 55% increase in consumers intending to permanently shift to online grocery shopping. Some consumers will be trying digital and remote experiences for the first time - so you want to ensure your website, checkout and online store is easy to navigate.
Whether it's Business to Business (B2B) or Business to Consumer (B2C), rising to customer expectations is a must. Customers just expect more now.
Build capabilities for a fast changing environment
Constant reviews of your business processes will help create a seamless experience for your customers. At Commerce Vision we can assist with a blueprint/health check of your process model and support you in identifying where you can make changes to drive innovation. We're here to help, so take advantage of our expertise!
If you'd like to discuss any of the above with me, please don't hesitate to get in touch!