Companies should have a clear understanding of their customer personas and map their journeys to higher satisfaction and seamless experience.
Additionally, it will help if you can start tracking their journeys and behaviours to unearth insights that can help plan future engagements
The COVID-19 pandemic has changed the attitudes and behaviors of employees, consumers and the human at large.
6 steps that organizations need to take to continue their response to the pandemic.
1. Confidence nurturing
Wellbeing messaging via every channel – honing in on optimism will go a long way.
2. Customer personas and mapping
Companies should have a clear understanding of their customer personas and map their journeys to higher satisfaction and seamless experience. Additionally, it will help if you can start tracking their journeys and behaviours to unearth insights that can help plan future engagements.
3. Create segments
Creating segments helps you prioritise the high stake and low stake customers. It further allows you to strategise and manage your budgets, engagements, define your loyalty metrics, eventually removing unnecessary investments and work resources on low priority segments.
4. Incident management and rework
Rework causes significant delays and stretches the B2B customer journey. The frustrations stem from internal controls and audit mechanisms that can be managed via intelligent automation. Front-loading processes based on previous situations drops the rework time significantly and enhances customer satisfaction.
5. Digitizing
80% of organisations plan to spend more on digitizing in 2021. This is no surprise given the rise of self-service, digital interfaces, and automated decision rules. Having intelligent bots, VAs, mobility, omnichannel built into your digitised CX strategy will pay dividends long term.
6. Agile decision-making
The pandemic has helped us gain confidence in working on shifting sand. CX leaders must have the tools in place to make insightful decisions with speed, and earning customer trust. Some of these tools can be:
a. Remote working capabilities
b. Data, workflow, analytics
c. VAs and automation
Next: 6 ways businesses can reset themselves post-Covid - Read On.
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