The Changing Landscape Of Customer Experience

By Alan King, Dusk Mobile

The last couple of months have transformed life as we once knew it for all of us. Your customers are in a very different place as a consequence of potentially different factors, both in your control as and out of your control as a leader.

Business models that were heavily reliant on foot traffic with physical premises and volume of customers underpinning their business have been hit particularly hard. Those businesses with an online presence or mobility in their model, have fared slightly better but we are still in the early days of this pandemic.

So as a leader, what can you do today to be there for your customers and emerge into the, as yet, unknown with those customers in the months and years ahead?

This week I take a look at 4 areas that are worth exploring further but prefaced with one overarching guide, showing care for your existing and new customers. In my opinion customer care, more than ever before will be the be all and end all for businesses in this current climate. Furthermore, care now includes compassion. Treading carefully and being there for your customers is the name of the game.

As a customer, I’m pleased to see how many organisations have done this to date with immediate financial relief, either temporarily or permanently.