Revaluating customer experience christopher.brooks@clientship.com UK – Spain – Mexico - Argentina
Customer Experience Matters in a Crisis – 200 positive examples
Covid19 forces us to re-evaluate Customer Experience Practices Appreciation Emotions Preference Emerging post lockdown of the Ordinary Hedonic pursuits Covid-19 lockdown Employment Recalibrating Tech efficiency work life balance Engagement Convenience Rise of CX societal Expectations Passive habitual dimension Source: Klaus. P 2020 - The EEE mindset during and post Corona
Emotional response – re-evaluating what matters most
Employment – recalibrating a new work life balance 83% of employees feel they do 68% employees report higher not need an office to be productive than normal levels of anxiety 58% working from home 60% working from home policies will remain after Covid19 March April May June > Necessity Much embraced Preferred Optional 66% of employers report increased remote worker productivity Source: Chris Lilly Apr 2020 (Finder), Wills Towers Watson June 2020
Expectations - The rise of true customer-centric purpose Purpose • Contribution Society Experience before • Compassion profit • Support Community Experience • Belonging People • Fulfilment before Employee Experience profit • Contribution • Interactions Customer Experience Purchaser • Improvement before profit 2 in 5 recognise it means a significant change to their Customer Strategies. Further 50% making changes* Source: Clientship Jun 2020
Expectations – importance of contribution and compassion
What happens when we forget HSE is an experience Photo by kat wilcox from Pexels
What happens when we forget HSE is not the only expectation
The Right Response – balanced and evolving approach Integrity Compassion Empathy Responsiveness Contribution Preference Well being Fear Reduce anxiety Reassured Trialled new brand Lose trust in of over 65s 37% 71% 33% because of innovative company putting increased online or compassionate way profit over people 1 shopping 3 it handled Covid19 2 Source: 1.&2. Klaus. P 2020 - The EEE mindset during and post Corona. 3 Mintel
The Right CX Response - Revaluating Customer Experience The Right CX Response Plan 1. EEE mindset overview 2.5 dimension assessment 3.Journey Impact & enablers 4.Recommendation & Activation plan christopher.brooks@clientship.com
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