March 18, 2021
Average Read Time: 5 minutes
Back in the olden days – fall 2020 – we wrote a blog post and participated in a podcast about customer experience (CX). One of the points we made is that customer experience is a program – an ongoing effort – rather than a project, or work that has an end date.
That’s even more true than when we said it just six months ago.
Why? Because of COVID, of course.
In a time of great and ongoing change, CX must continue to change with it. And the mindset that revamping your customer experience is an every-so-often effort has to disappear permanently if an organization wants to stay competitive.
If the coronavirus has taught us one thing, it’s that life as we know it can change on a dime. Some requirements and habits of the past year will fade away as the virus subsides. For example, people will be eager to go back to restaurants, tired of relying on cooking, take-out and delivery for meals.
Some changes will remain, but with modification. After a year of employees working full time from home, hybrid office models will likely emerge, for example, people will split their time between working from home and in the company office.
Still other changes are here to stay. One primary example? Online purchasing.
Reports throughout 2020 showed a drastic increase in ecommerce, but now final figures are in for the year: total U.S. ecommerce sales jumped 32.4% year-over-year, reaching $791.7 billion, according to the U.S. Census Bureau.
And that’s not good for business. A recent survey notes that a negative delivery experience impacts customers’ impression of a brand, not the delivery service itself. Those same customers will post about their dissatisfaction on social media, the survey says.
With much of life shifted online and likely to stay that way even after the pandemic, the online customer experience is just as important as the in-person CX – and in some cases, possibly more so. The good news is, a constantly changing environment means regular opportunities to learn and adapt. Companies that evolve their CX in response to those changes (or even anticipate it and get ahead of the curve) will position themselves to stay alive and even thrive no matter the circumstances.
MerchantE can help you ensure that your business is set up for scalable growth as more and more consumers—and B2B businesses—shift their behaviors.
Get more information about our products and services today!
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