The #YQGStandsStrong Video Series is a profile on local businesses – and how they pivoted their operations during the height of the pandemic to stay successful.
Check out the video below profiling Pelee Wings Nature Store & Paddlesports, as well as a take away moment that you may be able to adapt to your business operations moving forward.
Adapting the Customer Experience in the Time of Coronavirus
Care, creative thinking, and new tools can address customers’ acute needs today and forge stronger ties in the post-COVID-19 era.
Four actions can address immediate customer needs and prepare for the future
- Focus on care and concern
- Meet your customers where they are
- Reimagine the post-VODI-19 world
- Build agile capabilities for fluid times
1. Focus on fundamentals: Care and connection
Now more than ever, people need extra information, guidance, and support to navigate a novel set of challenges, from keeping their families safe to helping their kids learn when schools are shut down. They want a resource they can trust, that can make them feel safe when everything seems uncertain, and that offers support when so much seems to be overwhelming. A baseline starting point: staying true to company values and purpose.
- Care for your customers
- Care for employees
- Care for the community
2. Meet your customers where they are today
Customers’ normal patterns of life have come to a halt. Simple activities like a trip to the grocery store or dining out with friends are now difficult, risky, or even prohibited. Overnight, demand patterns have shifted.
- Accelerate digital options
- Bring your business to customers’ homes
- Make physical operations touch-free
3. Reimagine customer experience for a post-COVID-19 world
The COVID-19 crisis will end at some point. We expect changes in consumer preferences and business models to outlast the immediate crisis.
- Find savings without sacrificing experience
- Re-imagine your brick-and-mortar strategy
4. Build capabilities for a fast-changing environment
Maintaining a strong customer experience in crisis requires rapid research to understand changing dynamics and new pain points as well as agile innovation to address them. Customer leaders who master that approach will create value for consumers in high-priority areas and in an environment of increased competition.
- Keep a real-time pulse on changing customer preferences
- Listen to employees
- Adopt agile innovation
Source (and full article): mckinsey.com