Why CX managers should evaluate and baseline their digital experience post covid-19
The COVID-19 crisis will come to an end at some point. Even after the disaster, we expect changes in business models and consumer preferences to outlast the immediate pandemic. Currently, in China, such a scenario has already begun to play out, with an estimate of a 55 percent increase in consumers shifting to permanently to online grocery shopping. Besides, there has also been an increase of a 3 to 6 percent increase in the overall e-commerce penetration in the aftermath of the Coronavirus. With this increase, some customers will be trying their first-ever digital and remote experiences. From January to February 2020, China experienced an increase by 27 of the total number of consumers above the age of 45 years. Once they get used to getting used to new digital or remote models, some consumers are bound to permanently switch their preference or increase their usage of a given product or service. After the pandemic is gone, leading corporates and other entities will find better ways to provide customers with the best in-house customer experiences in the “new normal
“ and as well find better ways to save and self-fund. In this article, we explain some of the reasons as to why managers should evaluate and baseline their digital experience even after the crisis.
Forging the future together
As nature has it, we all become more human when we have gone through pain and deeply connected when we’ve experienced a stressful situation together. In business, those emotions are also realities and may broadly impact the success of your enterprise. If we support each other during hard times, the relationship bond only grows more robust and can be the basis of every future interaction between the parties involved.
Ultimately, Coronavirus will teach us the true nature of collaboration and interaction. Analyzing customer satisfaction is, therefore, essential to determine what needs to be adjusted to meet customer needs. Covid-19 has given brands a chance to show their true colors, either positively or negatively. Companies can still adapt positively to the change imposed on us and emerge together with their clients in a better place.
To find savings without sacrificing customer experience.
During a crisis, or immediately after a disaster, cutting costs is inevitable. However, this does not have to come at the expense of satisfactory customer experience. This makes customer experience one of the most significant initiatives that a company can engage in after the pandemic. When properly executed and acted upon, the response can be used to improve products and services to meet customer needs at the lowest possible cost. For instance, due to Covid-19, public gatherings have been burned, and social distancing imposed. Therefore, a business can conduct a customer evaluation and then migrate their customer s to digital channels, but still provide the same experience or even a better one. Post Covid customer experience evaluation is essential in adopting a customer-centric mindset and can help save on production costs.
To Re-define your brick and mortar strategy.
So far, several retailers have temporarily closed down, and market capitalization of physical retail space has sunk by 35 percent. With this trend, it’s predictable that the world of brick and mortar will be fundamentally different when we resume “normalcy.” Most customers will have already have grown comfortable with remote, digital, and low-touch options. Customer’s standard life patterns have come to a halt, and therefore conducting a customer experience will help you meet your customer at their current locations. Customers need a digital, at home and low-touch options. And this should be provided without compromising the level of experience they were previously being offered.
To build capabilities in the “new” environment.
A comprehensive evaluation of customer experience will help you identify the new pain points and understand the changing dynamics. The feedbacks can help come up with innovative ways to address them. Organizations who utilize this to their advantage will create value at reduced costs in high priority areas for their clients and in environments of increased competition.