Improve your Customers’ Digital Experience
Customer experience has taken a digital-first approach in light of the current global pandemic. How can we make sure that we are reaching our Customers through the right channels and the right media when we lack physical touch points? This environment offers us a chance to take a step back, re-evaluate our strategy and set up a plan for how to engage with our Customers through virtual channels.
As a Salesforce Platinum Partner, we have collated some best practice and advice from the ecosystem for you on how to navigate business change and deliver poignant digital experiences to Customers.
Re-evaluate your current programs
Now is a good time to assess the situation and audit your Customer experience journey to make sure it still resonates with the current environment. Consumers now more than ever are craving a human response to a stressful situation rather than a timely offer or discount. This is especially true for retailers: show your Customers that you care and rework your marketing strategy and objectives to include a human approach first and foremost.
Some industries may be experiencing a downturn in traffic and customer interaction – take this time to improve Customer journeys rather than push out a sales message. Upgrade your website or app, CRM system and fix any issues and bugs that may negatively affect their digital experience.
Lead with empathy
Businesses that lead with empathy across all communication will have a competitive advantage during times of crisis. Businesses that approach their marketing and business strategy demonstrating emotional intelligence will be at an advantage in building lasting loyalty with their Customer base.
Build engagement with your Customers by asking how you can contribute to their human experience and audit your content to ensure that all of your messaging reflects care, honesty and empathy. This approach will build trust that will endure beyond the current crisis.
Prepare for the future
COVID-19 has certainly transformed the experience of being a Customer, but it’s not all negative. We have learned that as businesses we need to support our Customers in times of need and offer valuable content and actions that bring about lasting social impact.
Once the global health and economic situation recovers, businesses will still need to navigate change along with an accelerated shift to digital that has been a decade in the making. To prepare for the future, businesses can invest in brand trust and become trailblazers in virtual experiences. Virtual experience will become the new norm for many and it is important to start preparing now to make sure your Customers are engaged online. This can be achieved by committing to an emphatic approach that directly tackles your Customer’s challenges.
We are happy to be part of the Salesforce ecosystem and the impact it has worldwide in providing thought leadership, best practice and social change. Check out our latest blogs on Salesforce’s Leading through Change or how Team CloudShift has adapted to WFH. Connect with us on LinkedIn and follow our blogs to stay up-to date.
