The Customer Has Reimagined Their Life, And Your Customer Experience Must Be Reimagined Too
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The last two years have been extreme pressure on the contact center, and anyone responsible for customer experience. Why is that? Customers have new expectations.
Companies did what they had to do to survive. They scrambled to meet customers where they were, in often unsustainable ways.
No matter where you were throughout the last 18 months, you know your life changed. Your outlook on life changed. And the same can be said for your customers. None of us can unsee what we've seen, or ignore what we've felt and experienced. That being said, customers today - according to research from Accenture - are reimagined.?
According to research with 25,000 consumers, a full 50% say that the pandemic caused them to rethink their personal purpose (*Accenture) and re-evaluate what’s important to them in life.
We can no longer lean on old research or data.
Almost nothing that we did before, or knew before about our customers, is relevant. The only thing that matters is what’s happening with our customers now.?
There is a need to focus on moving from products to experience company. The experience economy has officially arrived. But sometimes that experience just means stress reduction for customers. There is a need to make life easier and better for customers.?
One way to do that is self-service - self-service is emerging as a huge trend in reducing stress and friction for customers.?
According to Gartner, 94% of customers with low-effort interactions intend to repurchase, compared to 4% of customers with high-effort interactions.?
COVID has changed so much about customer expectations, putting immense pressure on companies to speed up their digital transformations.?
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Loyalty died in 2020, and customers also want to do business with companies that rise to the occasion.?
But what does that look like? We know what we did for the last 18 months is not sustainable, and we have to find more cost effective ways to serve the customer.
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With all that being said, I have launched?a meeting hub?where we can talk about these issues. And I’m so thrilled to say people have showed up!
Companies like Whirlpool, Ford Motor Company, Brooklinen, Dick’s Sporting Goods, Hanes, Wipro, Arbonne, Medtronic, and many more have shown up to share best practices.
We are meeting weekly to discuss important issues - and the community members are appreciating this unique and intimate forum to discuss their ideas.
I’m thrilled that the work we’re doing in the community is resonating with so many people.?
The group that has joined now are founding members, and they’re exciting to get in at the very beginning. I hope you will consider joining a community of like-minded people, and start learning and growing your customer experience career with me.
Change Perception, Shape the Narrative | MBA
2 年Love this piece Blake! Would love to dive deeper into your self-service point! There's a lot to unpack there - and it ties neatly around to some of your other articles, like customer-centricity.
Strategy || Engagement || Experience?
2 年It’s like this - both the customers and organisations are all in the same situation at the same time. This includes the markets too. “Iterate-test-repeat” is the way forward. My two cents!