Reimagine Customer Experience to meet the new normal reimagine customer experience

Reimagine Customer Experience to meet the new normal

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The new normal – There’s a certain finality to it and we’re not quite sure what it entails. The world will never have the same “normal”, and that doesn’t have to be a bad thing. Lockdowns have forced us to evolve our typical day-to-day, and if you’re running a business of any kind, you need to adapt and reimagine customer experiences for your target audience.

Focusing on Customer experience is vital – 84% of organizations that work on improving their CX have reported an increase in their revenue.

Identifying the new normal for your business

The near future looks to be one that is rapidly evolving, with your typical customer evolving as well. Conducting surveys can help understand how customer preferences have changed. It’s also worth checking out customer feedback for insights into how they’re interacting with your brand. 

E-commerce has proved to be a lifeline for sellers as well as customers. Dairy, meat, electronics, medicine – everything is available online now. If it is at all possible for your business to shift some of its offerings online, it would be worth the investment.

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How your business can reimagine customer experience to meet this new normal

Your tech stack might need to be updated

Customer preferences are changing quickly, and leveraging tech like machine learning and AI can help your business stay ahead of the curve. Although it would take some time before you can gather useful historical data, being ready now will ensure you are best placed to take advantage of any future developments. 

Optimizing and improving your customer experience program by scaling up your customer-facing staff and providing them with omnichannel tools to ensure they can respond to customer concerns at any time, on any platform.

To reimagine customer experience you need to meet customers where they are

With things changing so rapidly around the world, businesses would be remiss if they did not take regular feedback from their customers. Be it financial insecurity, new working patterns, or something else, customers can change their usage patterns at the drop of a hat and you can find yourself not fully ready to accommodate the same.

You need to be ready to gather customer feedback and act on it quickly. Instead of being reactive to a nasty wake-up call in the form of bad reviews or customer churn, businesses should regularly conduct surveys to understand changes in customer preferences in real-time.

Employee experience can no longer be an afterthought

Good employee experience almost always translates into good CX (Studies show that organizations with engaged employees outperform their competition by up to 147%). When you reimagine customer experiences, your employees need to be the foundation of that process. Many businesses have no choice but to work on their premises (Restaurants, small shops, etc.) and for these companies, their employees must be taken care of and have a safe working environment. 

Even those businesses which have transitioned to a work-at-home model need to focus on EX. Lockdowns and social distancing have taken their toll on everyone, and employee wellness programs, as well as regular employee feedback are the need of the hour. Read more about improving your employee experience here.

Get real-time feedback on customer preferences

With things changing so rapidly around the world, businesses would be remiss if they did not take regular feedback from their customers. Be it financial insecurity, new working patterns, or something else, customers can change their usage patterns at the drop of a hat and you can find yourself not fully ready to accommodate the same.

You need to be ready to gather customer feedback and act on it quickly. Instead of being reactive to a nasty wake-up call in the form of bad reviews or customer churn, businesses should regularly conduct surveys to understand changes in customer preferences in real-time.

Does your on-premise strategy need a re-work?

Sooner or later, the world will regain some semblance of what we used to consider normalcy. The need for brick and mortar outlets and workspaces will be back, but the question is – to what extent?

You need to survey your customers and get feedback on:

  • Whether they intend to change their shopping patterns once they’re vaccinated or when the pandemic has died down completely
  • If yes, how long before they do change their habits?
  • If not, would they prefer an online-only model of commerce with your business?

 

Businesses need to figure out how to achieve high levels of customer satisfaction for any of these eventualities. Your previous or existing brick and mortar strategy may not work as well as you hope, and you should be prepared with the right data to help you tackle this situation in an agile manner. 

Next, you need to pose similar questions to your employees. Taking employee feedback into account while making important structural changes will improve their loyalty towards your business and their motivation as well.

To reimagine customer experience you need to prioritize data privacy and security

With much of the world operating digitally, data privacy is more important than ever. Your customer experience hinges on how you manage customer data and the privacy of that data. Any surveys you conduct must store their data securely, and you need to inform your customers about the same. 

Any customer feedback collected must be confidential unless you’ve got permission from the respondents to the contrary. 

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