As the world starts to recover somewhat from the effects of the virus pandemic what changes might be necessary in your business in relation to your customers and their experience in interactions with you and your business?
Trust is more important than before
Customers, clients and your employees will remember how you treated them during the lock-down period. The businesses and leaders that did the honest and right things by their employees and customers will be rewarded for sure.
Be patient with people, help them where you can. They will return something to you and your business over time.
Customer Experience Focus
Much more of what you used to do with people has and will move online. It will be imperative to design customer and employee interactions that still have a feel of authenticity. Business will need to design customer journeys with more digital touch-points than previously. Think about how you want your brand to be represented in these changes.
Customers have a low and lower tolerance for clunky, badly designed customer experience. When designing your systems, always consider the customer interface with these processes. Are you giving your customer what they expect when they expect it?
Expect to use Chatbots and analytics
The use of chatbots was growing before the pandemic. Now it has become more widely used. They have become a more accepted way to obtain answers. Make them intuitive - they won't be going away any time soon. Use your business chatbots to enhance your customer experience.
Your customer data is like the new oil. Not only the analytics but the actual conversations. Monitor your customer conversations to get a sense of their sentiment in real time.
Steps to Improve your Customer Service
Your business will probably have changed during the COVID lock-down. Your customer interactions will most certainly have become digitised.
Take these steps to improve your customers' experience:
Make your customer feel good. Use emotion in all your interactions.
Send your customers birthday cards, with actual paper - not emails. A small gift too.
Use video and text over emails and calls. Mix things up, keep it fresh.
Over deliver on everything. If you said it will take 7 days, deliver in 5. Surprise your customer.
Survey after you have delivered. Don't be irritating with this though.