Responding to changing consumer behaviour in crisis times.
- POSTED ON Tuesday, March 16, 2021
COVID-19 is having a lasting, worldwide impact on consumer needs, preferences and behaviours. The structure of almost everything we do, how and where they work, how they interact with others—has been upended by world events in 2020. The consumer behavior shifts we’re seeing today are not a blip. They are likely to stay with us for a long time, some likely forever.
For business, it is more important than ever to understand what is driving their customer and then look at their strategy and business model to determine how cloud contact centre features they need to adapt to keep pace with shifting customer demands.”
To respond to customers’ new, often unmet and frequently changing needs and enable them to achieve their desired outcomes, companies must leverage deep consumer insights and push beyond the traditional customer experience (CX) philosophy and organize the whole business around the delivery of an agile, personalised experience across all channels or touch points. And most importantly understand the difference between what we must do “now” to manage business continuity, what we must do “next” to prepare for the new normal and the need to accelerate digital transformation, and what we must do “beyond” COVID-19 to be in a position to create value for the longer term.
It is easier said than done though. Reimagining your customer strategy is challenging enough when consumer behavior is stable and predictable; it’s exponentially more difficult when the way we live, work, and shop is changing rapidly and radically.
In order to keep up with this new kind of “always-changing” customer’s behaviour, business must simply embrace technology TODAY and deliver an unmatched customer experience.
To help you succeed, here are three ways to help your business to get started with digital transformation.
1. Define your strategy first before executing digital transformation
A digital transformation strategy starts by asking 3 fundamental questions:
2. Reimagine the customer journey
With customers gaining control over the way companies deliver experiences, it’s time to build new experiences that meet their demands.
So, if you’re looking to improve your customers' overall experience, invest your time and resources into technology that enhances business relationships. CRM, omni-channel contact centre solutions, analytics and reporting tools.
According to Accenture, 75% of customers admit being more likely to buy from a company that:
The best part is that they’re happy for organizations to use their data.
3. Create an agile, flexible IT environment
Having the right technology to power up digital strategies is fundamental in today’s business world. The cloud enables companies to be fast, dynamic and flexible, giving your organization the ability to test new projects that are cost-effective and low-risk – allowing you to use technology to meet customer demands quicker.
By easily connecting SaaS applications such as customer databases, Big Data analytics, web and mobile apps, you can digitally record all touch-points to create a 360-degree view of your customer.
Difficult journeys aren’t taken alone. Having a trusted advisor who not only provides relevant insights but delivers a combination of strategic vision, proven expertise and practical experience – can enhance the value of your organisation.