The whole COVOD-19 situation has really impacted people’s businesses and their personal lives. It has been months now that we have been talking about the paradigm shift that was experienced by the customer services in terms of conforming to the protocols of surviving in a global pandemic. But it is awe-inspiring to witness how amazingly organizations have dealt with the implications COVID-19 imposed on business activities and kept making their customer experiences a focus.
So, let’s pick up from where we left off last; in this post, we will review the best cx blog posts of August 2020. There won’t be one focal theme so we will assess articles structured on diverse themes and we will see how they best relate to current circumstances.
1. How to Please Your Customers?
If you would have researched the nature of customers years ago, you would be shocked by the disparity that stands between customer interests and knowledge of products then and now. Customers now are more engaging and interactive with the firm. They have a depth of knowledge today that was simply unavailable in years gone by. With access to the internet and social media, they ask cogent and relevant questions and companies need to ensure that the information they make public is useful and informative. They want to know more about a product and provide helpful feedback that widens the prospect of the company. They want more than a mere transaction; they are looking for personalized solutions and guidance. An obliging attitude will make customers our brand advocates but if we play our cards wrong, they will shift to our competitors.
Beth Worthy, in her blog post, explicitly discusses the importance of providing remarkable customer experiences. She also proposes the following six strategies that can make the customers experience seamless:
Survey Customers and Acquire Feedback
Garnering the comments of customers can do wonders for your business. Their input and feedback can help you locate where you are doing wrong. And if you rectify your mistakes on the suggestion of customers, they will feel respected, which should be your sole aim.
Build Brand Trust
Global Consumer Insights Survey by PricewaterhouseCoopers stated that 35% of customers purchase the products from a certain brand because they trust the name. Work hard to build an honest relationship with them.
Create Personalized Videos
Nothing sells better than a captivating advertisement or a compelling video. Create videos that concern particular selling points or issues faced by the customers. And make it seem like it is directed towards a particular group and a handful of customers; don’t generalize the videos.
Live Chat and Online Support
In this time of a global pandemic, contact customers through live chat and converse with them amicably and resolve their problems over a video chat. This way they will feel connected and cherished. Chat is a fast and effective way of connecting with customers and can often mitigate the filing of cases and tickets. In addition, chat can also be used for sales activities helping drive new revenue into a business.
Localize Brand Messaging
If you want to pave your way in the international market, do so by resonating with the local community. Learn about their culture and community and then incorporate it into your product and marketing techniques.
Customized Offers and Personalized Content
As customers, you won’t appreciate receiving a standard email that by the looks of it is a send-to-all email with the names changed. A Salesforce study concluded that 59% of customers believe that brands that engage with customers via personalized offers are more likely to win their loyalty. You want to feel valued and this can only happen if brands propose customized offers special for each customer.
2. Evolution or Revolution of Customer Experience
We may never know if COVID-19 reached its culmination or when the next peak will arrive. However, the whole outbreak led to a considerable change in the dynamics of customer relations. Maybe this will be the new normal for us now.
Tom Mouhsian and Riccardo Pasto, correctly pointed out in their blog post that in this dire time of need, customers are expecting the trust and support of companies they are in business with. This pandemic is steering the business activities and is manifesting a new way of conducting business. But Forrester has meticulously analyzed the patterns and prudently predicted the prospects and has identified 5 key shifts that concern the impact of:
- Hybrid experiences created because of digitalization
- Future of work and governmental policies
- Coping with technological disturbances
- The tenacity of businesses in competitive markets
- Expectations of customers concerning safety
It is no secret that many firms are struggling to conform to the new normal; the challenges of a second COVID-19 outbreak have really put many businesses in jeopardy. Many failed CX experiences are coming into the limelight but companies should stay hopeful and resilient. To rectify this, the authors laid great emphasis on how to incorporate the expert advice of CX professionals and marketers. It is vital to infuse their insights so we can establish a healthy relationship with customers.
3. The CX Power Team
This blog post includes the interview of Anastasia Zdoroviak, a senior manager of the customer experience team at Door Dash, conducted by Angelina Gennis. In this interview, Anastasia Zdoroviak shares her experience with customer services and the issues she confronted. She talks about how the root causes are communication, merchant behavior, and the attitude of delivery professionals. But she can’t go against the Dahser’s as they engage directly with customers and getting into a conflict with them could compromise the whole customer experience.
She also revealed her strategy of using the qualitative data and incorporating it with the works of the analytical team and then devising an apt solution with the engineering and product team. She also shared the example of Dasher onboard experience and elicited how she and her team tackled that issue; she reviewed customer feedback, analyzed the issue, identified the root cause, and corrected it. She also encapsulated her insights into 5 major recommendations:
- Efficiently analyze the data; review customers’ feedback on all platforms
- Assess the quality and sources of data
- Make use of an omnichannel analytical tool
- Study qualitative feedback with quantitative data collected
- Engage with customers personally
4. Need for Customer Experience More Than Ever
We have seen more innovation and creativity circulating in the field of customer experience in the past few months than we have witnessed in decades. Mohanbir Sawhney talks about how the customer experience model has completely changed, and it will probably remain the same for the next generation at the least. He explains how companies have adapted to the new normal and how they are making amends to make sure that the customer’s experience remains seamless and memorable.
The author takes into account the work ethics of Jio, India’s largest digital services company, and the second-largest mobile services operator in the world. Right after the retailer sector shut down. Jio began perfecting their customer experiences to make sure the consumers didn’t feel left out or too affected due to the adverse effects of the pandemic.
The workers worked diligently from home, the employees at call centers were on their toes to serve customers and shifted their customer care operations on mobile so the employees could easily resolve customer issues from anywhere. Jio’s zero-touch customer experience was inspired by the precautions taken for the global pandemic and was highly appreciated globally. The goal set by this company and achieved in this lockdown without compromising performance and reliability is really inspiring. At this time customers need the support of brands to accommodate their needs optimally and Jio has really given us all something to think about.
5. A Statement Defining Your Promised Customer Experience
In his blog post, Annette Franz talks about devising a customer experience intent statement. Don’t confuse this with the vision statement of your organization as that only pertains to the corporate vision. But the customer experience intent statement talks about designing personalized and engaging customer interactions and relationships.
This statement helps firms fashion a decision and then perfect its execution. These actions and decisions are strictly related to making customer experience amicable and significant. This statement is worth a lot as it will show customers what your intentions and promises are. This may seem like a mundane task and another statement in your brochure or marketing platforms, but the magnitude of impact this statement will impose is measurable. Customers do not need elaborate stories or fancy ads to convince them to engage in business with you. They need an abridged version of what you intend to deliver them. And a succinct statement will do that. So, review the guidelines mentioned by Annette Franz to come up with a catchy and compelling customer experience intent statement.
If you are struggling to deliver a consistent customer experience, formulate this reference and take into consideration the limitations of your organization, cooperation of the employees, and dedication of the customer services team. Don’t lead on the customers based on hollow promises and inaccurate statements.
So, we have wrapped up the top CX blog posts for August 2020. Hope you enjoyed reading about how companies are coping with the global pandemic and adjusting their strategies to make sure that the customer experience remains undisturbed. I would like to praise the companies who are going beyond their ways and our imaginations to make sure that customers remain satisfied. Comment below and let us know about an interesting customer experience that you were a part of. If you want to share something with our audience, please feel free to reach out to us. We’ll get back to you guys with a fresh batch of amazing CX blog posts next month.