COVID-19: Ideas to Protect Customer Connections in Times of Pandemic

VOZIQ’s Customer Intelligence Newsletter

COVID-19 is a once-in-a-lifetime catastrophe that has brought the business world to its knees. While many sectors struggle to stay afloat, those that rely on recurring revenue are showing resilience in getting through the crisis. The key for any business to survive, regardless of industry, is by continuing to provide value and an exceptional experience to its customers.

This edition of VOZIQ’s Customer Intelligence Newsletter, has curated a handful of resources that share actionable actions and ideas for dealing with the crisis and preparing for the future while keeping customers at the forefront.

We hope you will find these useful!

[Must Read] Customer Experience Mindset in A Post COVID-19 World: An Infograph – Forbes

The 9/11 attack on the World Trade Center reshaped immigration and travel policies throughout the world. Compare that to the chaos we are now experiencing with the COVID-19 pandemic. While the world reels under the mounting loss of human life, the customer mindset is forever changed. Simple behaviors like flying in an airplane, eating at a buffet, or getting a manicure have become a distant memory.

This is a major shift and businesses must be sensitive to these changes. The review and included infograph are a must-read when trying to understand the seven shifts in customer reality that businesses must recognize in the post-Coronavirus world.

Here’s How (And Why) You Should Get Your Enterprise’s Customer Experience Ready for The Post COVID-19 World – Entrepreneur

This is a good follow-up article to the one referenced above. It sets forth five specific ideas for kickstarting your customer experience (“CX”) preparation in a post-Coronavirus world.

Coronavirus CX strategy should be flexible, feedback-driven – Search Customer Experience

The disruptions caused by the COVID-19 pandemic are far from over. For this reason, businesses must understand their customers’ needs and prepare their customer service employees to work remotely as part of their adjusted CX strategy. As the COVID-19 pandemic dramatically affects the lives of people around the world, businesses need to adjust their CX blueprint accordingly.

Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic – FORRESTER

Everyone, including your customers, is suddenly focused on the COVID-19 pandemic. Should you amend your CX efforts in response? Yes. While the specifics vary by industry, every organization should prioritize three summarized essentials.

Adapting customer experience in the time of coronavirus – McKinsey

McKinsey’s comprehensive article outlines four specific actions for addressing immediate customer needs while preparing for the future.

The impact of COVID-19 on the subscription economy – ZDNet

While most businesses reel under the impact of economic losses from the pandemic and related lockdowns, the subscription economy has shown resilience. A surprising 53.3% of surveyed companies reported no impact on their growth.

Customer-care organizations: Moving from crisis management to recovery-Mckinsey

Customer care is the critical connection between a business and its customers. In this new ‘work-from-home’ world, how can businesses ensure their customers receive the same level of service and care as previously provided? This article from McKinsey proposes six directives for rapidly adapting to this new environment.

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