Experience is Everything
David Clarke - PwC report “Experience is Everything” 2018 pwc.com/future-of-cx
I just read the afore-mentioned article and although it is not recent, it got me thinking. Now more than ever businesses are looking for new ways to connect with their customers. The Coronavirus pandemic is showing us how resilient business owners are and how creative they can be. After all, while some businesses are seeing an upturn at this time, in many cases survival of the business is on the line.
Perhaps a positive note in all of this is that businesses are now engaging in more of a “human touch”. (Not in the literal sense of course-social distancing prevents that and restaurants, bars and coffee shops especially, are on the front line experiencing this). But…those same businesses are reaching out to customers not just with technology but, as the article says, “with a strong desire for authentic personal interaction”.
Examples of this are being demonstrated through current advertising campaigns; San Pellegrino is offering its customers (mainly restaurants and bars) micro loans to help during this crisis; major car manufacturers are offering options to “buy online, get delivered to your home”; pizza chains are offering “no contact” delivery.
Undoubtedly, the success of these efforts to connect with customers will be the result of the customer experience with a human touch.