These days, almost 20% of the world's population isn't leaving their place except for the essential commodities. Whether it's a CEO or an associate, almost everyone is possibly working from home to keep the business up and running. From a purely business standpoint, it's a usual social shift that's affecting buyer journeys, customer expectations, and brands' abilities to meet the end-user’s needs.
Although, our key focus should be on working together to help each other get through this testing phase while delivering a great customer experience (CX).
Here are some tips for making your customer's journey seamless in these challenging times.
Enhance the Mobile Experience
You may have felt it, but all the "stay home" time is increasing smartphone usage, especially among the millennials. According to a report by Global Web Index, "70% globally say they are spending more time on their smartphone, climbing above 80% for millennials."
So, if you have an online presence, you need to make your smartphone customer experience as seamless as possible. Some tips are:
- Carefully position your most important CTAs. Check if those are within the reachable surface area of the mobile.
- Use stick-to-scroll for essential elements, such as search bar, 'add to cart,' Contact form CTAs, etc.
- Compress any large header images or remove unnecessary content
The key to the great customer experience is how you embrace Corporate Social Responsibility and show the 'purpose' behind your brand in any situation. During the pandemic, let your customers know how your business can have a positive influence on society – whether it's redirecting the production, creating dedicated ours for the elderly to setting up funds for employees in need. These are not only the right steps to take but the investments in a positive brand image in the long run.
Build Engagement with Social Media
Whether you believe it or not, but it's the right time to bring your community of followers together. Social media engagement is an excellent way to keep your brand on the top and add value to the customer experience.
You can engage your customers by creatively asking them about their daily regime, sharing useful tips, asking them about their wellbeing. Everybody wants to feel the sense of togetherness, and all the above points can go a long way in building trust among your customers.
Work on Your Subscription Model
The last couple of months have drastically changed user behavior and motivations. However, this time could be an excellent opportunity for you to gain a new set of users for your products and services.
Considering the COVID-19 pandemic, you can make your products and premium services free for initial months. Not only this action offers the right and value-driven nature of your brand, but it also gets many of your user bases to the moment of feeling the real value of your products and services.
Reassure and Inform Your Customers
An essential part of working on the customer experience during this prevailing situation lies in quick and clear communication. Whether it's changed hours, delivery policy updates, etc., it's vital to keep your customers feel associated and let them know what's going on.
The situation is tough, and of course, customer behavior will be evolving with time. So, it's essential to change the way we serve our customers, align with their viewpoint, and stay on the same page.