your password has been reset successfully, Please login again.

It’s Time to Change Customer Experience During Pandemic

With the onset of pandemic, it has become even more important to keep customer relationships intact
BY Jaspreet Kaur
Feature Writer, BusinessEx
Jun 24,2020

All relationships whether formal or informal embody emotional connect within it. In view of the business, emotional connection is essential for comprehending the needs of two parties. An ideal customer relationship is created over the time, thrived by various touchpoints, and made permanent through constant interactions. 

With the onset of pandemic, it has become even more important to keep customer relationships intact. As in such times, loyal customers only uphold the business and help generate revenue. Even though lockdown is partially lifted up, there is always apprehension of contracting  the Coronavirus. As a result, human interactions have been restricted in business as well as in general. This has impacted businesses and turned customer rapports into a pain point. To mitigate the impact of the pandemic on the business and its clientele, a company has to adopt these steps.

Focus on Strengthening Customer Relationship

Clientele is the most important source for running business during the crisis. In this chaotic situation, struggles that a business is making for survival should not be demonstrated in its services and products. Customers should always be shown agility in work, and given immediate attention. During this time, when people are forced to stay home, limit physical movement to crowded areas such as the market, and office etc. The human interaction is completely broken off and in turn, impacting consumers and businesses' rapport as well. 

The businesses should modify their customer relationship and accordingly, give a human touchpoint considering physical distance a limitation. In this manner, rapports with customers will bolster and remain intact in the offing. 

In pre-pandemic, PwC research stated that 59 per cent of consumers globally feel that the companies have lost or eliminated the human component of the customer experience. While 75 per cent consumers revealed that they would prefer interacting with humans rather than automated machines. At present, people would be grappling to find out points of the ‘new normal’ and require human touch. For example, while purchasing food and other essential items from an online application, no human touch is involved. Customers, thus, do not know about quality, shelf life and other scrutinizing factors that are used while purchasing products.

Make Human-friendly Digital Interactions 

In the tech-enabled world, human interactions have subsided with virtual and automated ones. Corporations employ these channels as they are efficient as well as an effective source of communication. However, these communication channels have limitations too. Customers cannot feel human touch while conversing through the cited channels.  

In the present state, when face-to-face communication has been minimised owing to social distancing, individuals feel detached. Corporations have to understand the emotional turmoil that general masses go through and use this opportunity to show care as well as affection. This can be done by enhancing their experiences and surprising them with sweet gestures. 

Please add your Comment
SIMILAR Articles
July 04, 2020
A business leader has to keep employees engaged by boosting their morale and offering them a say in ...More
By Jaspreet Kaur
July 04, 2020
Dynamism is an imperative core of the business landscape and thus, companies should deal with produc ...More
By Jaspreet Kaur
July 03, 2020
Despite prevailing circumstances, restaurateurs are not letting their boat sank; They are oaring in ...More
By Jaspreet Kaur
July 02, 2020
After two waves of Coronavirus, when companies are returning to the office, they are in a dilemma fr ...More
By Jaspreet Kaur
July 02, 2020
Examining the shift, the companies are now embracing a people-centric approach ...More
By Jaspreet Kaur
June 30, 2020
Small businesses have to take baby steps in order to develop immensely; they have to focus on their ...More
By Jaspreet Kaur
June 29, 2020
The entrepreneurs have to pull up their sleeves to cope with the post-pandemic world ...More
By Jaspreet Kaur
June 29, 2020
Business strategies that were planned prior to the pandemic could not be applied and thus, a quick a ...More
By Jaspreet Kaur
June 26, 2020
By following business trends, small companies will be able to cope up with current changes and can p ...More
By Jaspreet Kaur
June 25, 2020
Business continuity can be achieved in four approaches that are, response, alleviate, reassurance an ...More
By Jaspreet Kaur
June 25, 2020
To retain customers, a company has to enhance its customer experience ...More
By Jaspreet Kaur
June 23, 2020
In order to catch customers' eyes, a company has to start building strategies surrounding its produc ...More
By Jaspreet Kaur