There is a huge shift in the needs and priorities of the customers post Covid-19 and customer experience has become the biggest opportunity for businesses as there has been a change in customer’s behavior during and after the lockdowns.
The lockdowns have impacted their day-to-day activities and increased their financial worries.
Many people got physically separated from family, friends, colleagues and workplaces due to the lockdowns and travel restrictions and price no longer remains the most important factor for these customers to do business. Customers expect a seamless omnichannel customer experience. They look for honesty, empathy, communication with care, and expect emotional intelligence while doing business with the brands.
Organizations that have been creative and empathetic in their response to their customers have been able to build trust and win customer loyalty.
Brand should never forget the fact that human beings are their target audience and providing a human-centric customer experience should be their prime focus. The pandemic has shown the importance for brands to be empathetic and have a human connection with their customers. Human experience has become a key to delivering exceptional customer experience.
As technology is getting more and more integrated into their daily lives, humans are feeling less connected with fellow humans and this is causing them to yearn for increased human interactions with the brands they associate themselves with.
If brands have to stand out during this crisis they should stop their focus on selling and marketing rather they should focus on providing world-class customer experience to their customers that reflects, trust, safety, care, and digital inclusivity for less technology-savvy users.
Consumers are looking for those brands who can understand their concerns and provide the right solution and they would turn away from those brands who are just trying to close the sale. Bands have to add value by showing empathy to their customers.
The pandemic has created the greatest opportunity for brands to rebuild trust.
Covid-19 has forced the end-users to embrace technologies irrespective of their physical challenges, age, and linguistic preferences, they have to rely on navigating the services and transactions with the brands on a completely virtual platform.
According to a recent report, post-Covid-19 the investment in omnichannel customer experience has increased from 20% to 80% for most of the companies. Brands need to be authentic while trying to help their customers when they have concerns.
Change management must ensure human experience becomes a culture organization-wide. Read on