With the global pandemic Covid-19, social distancing and hygiene have become the most important topics. With the coronavirus pandemic, many things have changed and will continue to change in our lives. You can divide the customer experience you offer into two as before and after the Coronavirus. A new world where customer experience is shaped by hygiene and social distancing awaits us.
Is your business ready for the new world? Have you reviewed your products and services at the centre of the customer experience you offer?
With the Covid-19 virus, which can be transmitted through close communication with people and contact with objects, the concepts of hygiene and social distance have become more important than ever. Your value propositions such as speed, quality, price and innovation may have stood out for your brand so far. Now, no matter which sector you are in, it is inevitable to put hygiene and social distancing in the first two places among your value propositions.
Now answer the following questions on behalf of your business:
Do the products and services you offer fully meet hygiene conditions?
Can you maintain social distancing at customer touch points?
If your answer to both questions is yes, here is a new question for you:
Do your customers know and trust you?
Update your products and services
First, review your customer journey map. Identify what needs to change in terms of hygiene and social distancing.
Perhaps some minor updates may be sufficient for your business; hygiene certificates, staff trainings, ensuring in-store hygiene conditions.
Maybe it is time to change your products and services with radical changes. It may be time to break your institutional memorization with steps such as moving your business completely online, changing the shape of products and services, offering different delivery options. Stop thinking in terms of products and services and start thinking in terms of customers in order to take steps for big change.
Make room for social distancing
Set your company rules to maintain social distancing at customer touch points. You can ensure social distancing with remote support, in-store arrangements. Make physical arrangements to maintain social distancing between employees and customers. Reorganize the interior of stores to maintain social distancing between customers.
Ask your customers
After completing all necessary steps, inform your customers in detail. Make the measures taken permanent and make them part of the customer experience. The most important thing to do in this process is to collect feedback from your customers. Find out if they are aware of the changes you have made and what they think.
Continue to measure your customer experience on a regular basis. Compare happiness and NPS results with previous periods.
Manage customer and employee experiences
Wiseback, which enables businesses to collect feedback, measure happiness score and NPS in an omni-channel structure through website, mobile application, email, kiosk, sms, QR code channels, enables end-to-end customer experience management with the management screens it offers. Developed independently from the industry, Wiseback solution has a structure suitable for businesses of all sizes. Register now for free and start managing customer and employee experiences intelligently.
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