Pandemic has taken everything by storm worldwide. Not only millions have suffered from disease, death, poverty, loneliness but we are on a brink of recession, slow growth with muted demand, and customer sentiments. In the extended lock down with the slow recovery, we all are looking earnestly for everything to be just alright. Yes, it will take time for everything to be normal or maybe this is the new “Normal” of being digital, social distancing, and lock down.
As we are waiting, it is probably also the countdown amidst uncertainty to get back with a calculated and thoughtful response. Yes, things may or may not be the same again and unprecedented challenges that we are facing each day, every day now are making us question every priority. The pandemic is the pause that will cause changes in the way we work and collaborate. Yes, it will be a slow recovery of the economy with business models, customer demand everything having a reset. But there is always a silver lining after a doom, and history is the witness that every doom had been a change to start the NEW, be the dotcom, 2008 prime recession or the Great Depression of the 1920s. Lot was affected but a lot also learned to adapt with the situation and forge ahead.
No way and no expert anywhere can predict a perfect way to get back to work with a full throttle in life or business but one thing is for sure that there is no dearth of opportunities for people/business/organizations who adapt themselves and continue adding value in one or the other way. And the one thing which definitely is the constant or new "Normal" is remote working, social distancing with newer tools being developed to collaborate and work. The future is either we are working in technology or with technology. And there is no escape from it.
Through this blog, we present to you a four-point plan to get back to business post the lock down. The best practices in crisis have been curated for the action plan.
When it comes to Customer Experience, there are a lot of terms that are thrown around like Customer Journey Mapping, Empathy maps, Design thinking, NPS, Customer Centricity and many more but at the end whatever jargon we may hear the ultimate objective of Customer Experience is to provide you with mechanisms so that you ‘Understand your customer and establish a better connect with them’. Engaging to retain and attract more customers.
You will agree that there is no debate needed today to explain WHY “Customer Experience Management “is so critical but it is worth knowing HOW to implement it within your system. It essentially needs a framework that involves policies, people, processes, technology with a seamless integration amongst all to create value for the “Customers”.
How many times customer view/feedback about your product/service help you to enhance sales? Did you ever feel in your work that a personalized connection goes a long way to retain a customer? How many times you felt overwhelmed with information flow and data to use it for your advantage to create an edge for your product/service. If your answer is consistently “No” for above questions, then you need a rethink. Even if your answer is “Yes”, there is a constant learning on customer experience management to use it support your business.
Customer Experience Management is how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a Customer. So it’s a customer for you when he is researching for his need for a product/service, and then evaluating a product/service provider followed with sales and after sales purchase.
Every organization irrespective of its size and business are in the CUSTOMER EXPERIENCE business, and how an organization delivers for customers is as important as what it delivers.
We list five major reasons on why your brand/organization needs “Customer Experience Management”.
If you are a part of product startup team, whether you are an area developer or a founder, you find yourselves pulled into a biggest concern and that is finding ways to add good number of users. There is always this constant struggle to choose between investing on the product engineering or branding/marketing. If you are a funded company it gets even worse as we have eyes on quick revenue to justify the cost.
So how do we come about the effective way to grow substantially?
Well, the answer is simple; one has to be a stand out in the market, leading the way amongst all comptetitors in their particular product or service stream.
Customer Experience Management through customer insights supports evidence based decision making to create value both for the customers and the business. In this digital age, Customer insights become more valuable as it aids to further the engagement and deepen the relationship between the organization and the customer.
Customer insights can support your business,in
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