Customer journey management is based on understanding customers' needs, preferences and behaviours in order to create a positive customer experience. In a major crisis, such as the COVID-19 pandemic, this focus needs to shift to supporting customers through the difficult time. It is important to use customer data to understand their specific challenges and provide meaningful help.
Organisations should ask three questions to help guide their customer centricity: How is this crisis affecting my customers? How specifically can we help? Can the help offered become a new standard operating procedure?
By helping customers adjust to the new ways of interaction, businesses can demonstrate their customer centricity and commitment to success. Asking the questions above can help guide meaningful change and help customers adjust to the new reality.
Marketing and CX During a National Emergency: Getting Real About Customer-Centricity
Don't worry ... it's FREE!
B2B buyers are increasingly being influenced by personal decision drivers, such as how comfortable they feel with a vendor, vs. professional drivers, such as pricing, according to recent research.
Learn how fostering online communities an increase customer loyalty, brand awareness, and business success. Start building success. Read more.
Discover three practical ways to build stronger post-purchase relationships with clients, leading to higher retention and customer lifetime value. Learn more.
Explore how AI & technology and the human touch will together transform B2B customer experience, creating personalized interactions. Learn more.
Discover how to enhance virtual event engagement and ROI by choosing the right format and the right tactics for each format. Learn more.
Discover how the Start/Stop/Keep technique can transform your customer engagement strategy. Embrace feedback, act on it swiftly and effectively. Read more.