Restart, Rebound, & Rebuild your Customer Experience
How can you restore your customer experience during global change?
These past few months, a healthy customer experience has never been more relevant. We have not only experienced the largest global recession in history, but the sentiment of our globe has become divided. People need their voices heard.
Through this rapid change, Second to None has devised an action plan to provide greater clarity for your client experience. Let’s Restart, Rebound, and Rebuild.
1. Restart joy in your organization
Before you can successfully restart your customer experience during this global change, you must restart joy in your organization. Ensure that your employees are feeling comfortable returning to the workplace, or even adapting to a permanent remote-based role. According to a study by Gartner, 88% of businesses have encouraged or required that employees stay at home since the emergence of covid-19. As businesses open, many employees even expect to transition to remote work full time.
Beyond the glow of your screen, how well do you understand your employees’ feelings? The barrier between you and your employees has grown larger and personal values are likely to have shifted among your organization. It’s crucial that you understand how to measure your employee satisfaction. One simple way to measure this across your organization is to make yourself available for a conversation to discuss each of your employees’ concerns. If this is not workable, employee feedback surveys are a brilliant method to capture sentiment across your organization. Gathering this feedback is important for a healthy and human relationship with your employees.
Conversations with employees are also necessary because they are the building blocks of your customer experience. Trust with employees ultimately funnels trust into your customers. As you map your customer journeys, ensure that your employees resonate with your brand. Cultivate a culture where your employees are excited to share your brand, through simple word-of-mouth conversations and across digital platforms. Your organizations’ joy will ultimately spread to the joy of your customers.
2. Rebound hope across communities with empathy
Across our world’s issues, companies are uniting to align their values with their communities. For instance, many companies have made efforts to support communities affected by our pandemic. Giving back to re-building our economy, despite such an unprofitable time for all businesses, proves the perseverance of such companies. We are proud to share that our clients have been among the companies that are supporting millions of lives affected by the pandemic. Our client Under Armour recently pledged $1 Million to Feeding America, which supports hunger relief programs in response to school closures and quarantine. Also, our client Starbucks donated $3 Million to support community response efforts globally to the pandemic. Through empathizing with communities affected by the pandemic, customers will see the light in your brand.
Many businesses are also using their voices to uphold the values of their customers. Fortune 500 companies have empathized with our nation through brand-conscious messaging about social inequality and combating discrimination towards African Americans. This messaging cultivates empathy and compassion towards the injustice that many Americans have felt amidst the economic shattering of the pandemic. Brands who can successfully pivot their attention to shared human values will be more successful in the long-term, and more intentional with their client service.
3. Rebuild your human experience through digital
Through all this change, your brand must be conscious of the human experience of your customers. According to a study by Salesforce, 69% of Generation Z members in the United States will pay for a digital version of a traditional product or shopping experience.
This furthers the importance of treating your customers as humans across your digital platforms. Customers are relying more on online experiences, and will demand more of a seamless customer experience online. With innovations being adopted from contactless payments and mobile deliveries, the digital human experience has never been more relevant. Ensure that your shopping experience is consistent across all online platforms and your brick and mortar store.
Companies must embrace individual customer journeys to touch their customers at a more human level. More companies are competing for consumer attention, and a proven way for you to stand out is to take the time to understand your customer. Who are they? What do they need right now at this moment? Consider implementing online chatbots for personalized communication, or have additional customer service representatives on your website to gain insight into your customers’ needs. You must also consider the steps your customers are taking on your website. Use analytics to help you uncover the patterns of behaviors behind your customers, so you can make more calculated decisions on providing a more meaningful customer experience.
Amidst this change, it is important that your company takes the correct path to rebuild your customer experience. You must take a human approach to cultivate purpose behind your services. Second to None is here to help you restart, rebound, and rebuild.