It’s no secret that having a thorough understanding of your customer will help you make their journey with your brand as accommodating as possible. But, not every company focuses on this process as much as they should.
Although COVID-19’s impact on the economy has caused plenty of distress across countless industries, now is an ideal time to rethink your customer journey in order to provide a better level of service to your audience.
Not sure where to start? Don’t worry, we’ve got you covered.
Let’s take a look at everything you need to know.
Your Customers Need Care
It’s no secret that the COVID-19 outbreak has drastically affected the livelihood of nearly everyone in Australia and around the world. Due to the massive number of layoffs and the expenses that can’t be circumvented, your customers need care and understanding now more than ever.
This means that your business should have a substantial amount of flexibility when it comes to accommodating your target demographic. This is typically expressed in the form of both accommodation and reassurance, both of which aim to ensure that your customers understand how you plan to react to the crisis at hand.
During times like these, many people tend to focus on brands that are both socially aware and intent on making a positive impact. So, a great way to showcase your values as a company is to provide care for your audience.
Above all else, though, you’ll need to prioritize how you’re able to reimagine your customer experience so that you can facilitate future interaction with your brand.
A Post-COVID World Will Be Forever Different
For the vast majority of industries, the post-COVID landscape will be drastically different than what we’re used to experiencing. Not only will a large handful of new safety regulations become the norm, but customers will also vividly remember how brands responded to the crisis.
A company that more or less neglected COVID’s impact on the world, for example, won’t be viewed in high esteem as time goes on. But, your customer journey should also be reshaped to reflect the changes that you and your audience will experience.
This means that you’ll need to place a heavy emphasis on the digital aspect of your customer experience— especially for businesses that are relatively inexperienced when integrating this medium. In fact, one of the worst ways to handle a post-COVID world is to attempt to revive previous business strategies.
Instead, you should prioritize practices like online transactions, live customer support, etc. in order to accommodate your audience as thoroughly as possible. This will allow you to optimize your company’s performance as time goes on.
Changes Will Happen Rapidly— You Need to Be Prepared
Just as how COVID swiftly disrupted everyday life, new standards will become the norm just as quickly. It’s not unlikely that customers will be fully used to a digital-centric experience by 2021.
For example, companies that operate within the foodservice or entertainment industries will need to maintain their compliance with many recent regulations as time goes on. While it’s not feasible that masks and social distancing will remain the norm, these businesses will still need to have a high level of transparency when it comes to cleanliness.
Similarly, it’ll become commonplace to acknowledge and respond to global issues that take place in the future.
Some of the most important information to keep in mind is that a shift to digital means that it will be easier than ever for customers to swap between competing businesses. In order to retain the largest number of clients, it’s imperative that you revamp your customer experience as quickly as possible.
Otherwise, it’s not unlikely that you find your audience gravitates toward another company in your industry that’s more proactive. This can easily result in a significant loss in revenue, so don’t hesitate to adjust to the changes that will occur as we continue to weather and overcome COVID.
Your Actions Can Help Shape Your Industry
Although companies in every industry have a set of obligations they need to follow to ensure success in a post-COVID world, not all of these are definitive. Due to how unexpected it was to experience a global pandemic, most businesses are still refining their plans for the future.
By taking initiative and implementing ambitious changes, you could very well set the standard for companies in your local industry.
For instance, let’s assume that an athletic apparel company is reshaping its customer experience. The foundation of this process would be conveying to its audience that its employees are safe, properly cared for, and its practices adhere to COVID-19 regulations.
This business could take things a step further, though, by illustrating that all of their products are made ethically. This could include providing information about the manufacturing region, process, and materials they use to create their goods.
Many customers have become accustomed to the increased transparency that companies throughout every industry are providing. So, it only makes sense to integrate a high level of transparency into your customer experience.
Reworking Your Customer Journey Can Seem Difficult
But it doesn’t have to be.
With the above information about how to rethink your brand’s customer journey in mind, you’ll be well on your way toward making the decisions that are best for your future growth.
Want to learn more about how we can help? Feel free to get in touch with us today to see what we can do.