Ian MoyseNatterbox EMEA Sales Director Click to read more...
Steve HurstEngage Business Media Editorial Director Click to read more...
Why Social Distancing Shouldn’t Mean Customer Distancing
None of us can ignore Covid-19 or the impact it has had on us all personally, changing our behaviour and the way we work, potentially forever. Customer Experience is vital at this time and how you react today will certainly impact your business in the future.
Have you distanced yourself from your customers at this unprecedented time? Now, more than ever, human connections are imperative. Even though all will understand your challenges, customer patience has its limits even in these hard times.
Many contact and call centres have all but closed, with a stream of announcements to customers to turn to webforms, email, chat or social media to contact them. But these channels are now also often being delayed due to the lack of agents manning them and many issues, especially at this time, need a ‘true conversation’.
What about your staff? They are in the same stressful situation, forced to work from home and potentially worry about job security, as well as the impacts of the virus. Motivation and inclusion has to be a priority and whilst physically social distancing, they shouldn’t feel distant from their peers.
What would you like your customers and staff to be saying about your brand after the pandemic is over? Brand loyalty is the key differentiator today, over price and product and we can’t lose sight of that.
We invite you to spend 45 minutes with us, to discuss Customer Experience in the age of COVID-19, what could be done differently, lessons learned and how we can ensure we’re all giving customers the experience they expect, wherever you’re working from.