It’s exciting to be back in the office, speaking with clients and completing projects. However, it’s opened our eyes to the importance of COVID Compliance for successful business operations as Customer Expectations evolve and more pressure is put on businesses to provide outstanding Customer Experiences.
In this particular time of crisis, a customer’s interaction with a business can trigger an immediate and lingering effect on his or her sense of trust and loyalty. Additionally, after an extended period of working from home or simply being in isolation, a primary measure of one’s customer experience is how the businesses they frequent and depend upon deliver experiences and service that meet their new needs and expectations with empathy, care and concern.
Simply stating that you are following COVID restrictions and have the availability to cater to these guidelines is one thing but delivering on them is another. From in-store management of shoppers, social distancing, COVID tracing, vaccination certificates, mask-wearing, sanitising stations, click and collect systems and sufficient direct and in-direct communication capabilities to meet customer service needs.
It is now the time for customer experience (CX) experts to position themselves at the forefront of the long-term evolution in consumer behaviours that come to fruition as a result of the pandemic. Keeping a real-time pulse on ever-changing customer preferences and rapidly innovating to redesign journeys that prosper positive Customer Experiences will be key.
We believe that there are three pillars to building a “Customer Focused” business that will be resilient both during and post COVID-19.
A. Care and Connection through authenticity, social responsibility and personalisation for both your customers & community and employees
B. Innovation to continuously meet and exceed Consumer Expectations.
- The digitalisation of business systems.
- Effective home delivery and click and collect systems for enhanced contactless operations.
C. Build capabilities for a fast-changing environment.
- Constant analysis of consumer preferences to enable continued enhancement of business offerings.
- Listen to your people! Employee and customer feedback is an invaluable resource.
- Be Innovative and agile to change.
Customer experience has undoubtedly taken on a new definition and dimension in the volatile times of the COVID-19 pandemic. However, the difference will be seen in Business leaders who actively show that they care and choose to innovate, as per government regulations, during these times. Ultimately, anticipating how customers will change their habits will build stronger relationships that have the resilience to endure well after the pandemic subsides.
The HOED Research team is readily available to help if you have any questions or queries.
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