Sandra RadlovackiSandra RadlovackiJune 11, 2020
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4min1035

The unprecedented COVID-19 crisis has shaken the world to the core.

Many organisations managed to carry through by shifting online while many others had to stop with their business entirely.

Regardless of the position companies found themselves in due to the current circumstances, a plan for the next phase is on everyone’s agenda. With restrictions easing and the economy slowly recovering, staying connected not only with the needs of your customers and employees but with the partners as well will be key in regaining trust and resolving issues effectively.

Staying connected fundamentally means listening – listening to what matters the most to your customers, employees and partners.

In pre-COVID era, the consistent rise in customer expectations, dynamic brand cycles and shorter product life cycles required organisations to continually learn about people’s thoughts and feelings, deal with an increased flow of insights and adapt accordingly, all under the name of Experience Management.

The crisis has made abrupt changes in customers behaviour, therefore keeping up with a shift in focus should be one of the top priorities for organisations as they should strive to sense rather than rely on trends in the market, to be able to understand that behind the statistics there is a human being.

Three core attributes of sensing in line with the capability of adjusting to sudden changes are:

  1. Less asking and more listening
  2. Smaller-scale insights
  3. Multi-channel feedback

To assist you in staying connected with your customers and adopt a mindful approach to return to business, Qualtrics has developed a set of flexible CX solutions:

  • Frontline Connect – when customer insights fall short from their end, frontline is your second most reliable source. Acquire all the important details about your customers and take action to have them coming back. Keep an eye on customers response as the situation develops.
  • Customer Confidence Pulse – building confidence and trust in conditions like these is twice as difficult. Make sure to act on customer feedback quickly and meet customers’ expectations.
  • Digital Open Door – putting more effort into digital channels of your organisation and keeping the communication doors open is a way to make customers feel like they can always rely on help or response from any channel

The impact of the pandemic is immense and it continues to shape the world. While many have faced difficulties and isolation, there is room for creating meaningful interactions even in times like these. Empathy, compassion and patience to listen to your customers (and employees) voice are the means of restoring the connection that was there before. Getting back to business in a new era will require new approaches and increased effort but it may pay off more than expected.


Paul AinsworthPaul AinsworthFebruary 5, 2019
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2min1534

Nationwide is the UK’s most trusted financial service provider for 2018, according to new research from experience management company and former UK Customer Experience Awards entrants Qualtrics.

The research, which surveyed 1,000 UK consumers about the banks and financial services they use, explored aspects including customer loyalty and trust, and the technology trends that are defining the future of banking.

Of the UK’s most-used banks, Nationwide, RBS, and Barclays have the highest levels of customer trust and there’s a direct link to customer engagement, with those banks seeing higher levels of loyalty, with 86 percent of RBS customers and 75 percent of Nationwide customers saying they are likely to stay with their bank for the next two years, compared to an average of 68 percent across the sector.

Commenting on this finding, Luke Williams, CX strategy lead at Qualtrics said: “It’s long been said that customer trust takes a lifetime to build and a moment to destroy. In our experience, this isn’t the case. Customers do not stop trusting brands because of one specific crisis – no matter how severe. In reality, customer trust is eroded over time through continuous, disappointing experiences.

“The brands that have come out on top in our trust index do not have a magic formula, they are simply providing consistent experiences that regularly meet the expectations of their customers. For the most part, this comes down to listening to customers and understanding the little things that define a great experience. That is where true trust, and ultimately, true customer loyalty is forged.”




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