How to Provide a Great Customer Experience and Maintain Social Distancing

December 22, 2020

The virus has forced people inside their homes. But business has to go on. The first phase prompted businesses to go online and transform digitally to keep the business going. In the new normal (second phase) a more solid approach, planning, and strategy in terms of digital transformation is required. To be competitive is still the buzzword while maintaining customer relations is now more challenging.

Re-visiting the two foundations of customer loyalty —‘trust’ and ‘confidence’ is needed. For business success innovation is the need of the hour.

What should be the customer service model during the new normal?

 

Let us see how these can help.

How do I know my customers?

How can employee empowerment provide superior Customer Management and Customer Engagement?

The disruption has significantly accelerated #business focus towards offering greater customer experiences.

Can I build humane customer relations through RPA?

You may have to reduce the customer service delivery speed but cannot compromise on efficiency or quality. So you are taking new steps or processes needed in customer service. These must be consolidated too, to ensure seamless customer journey.

Organizations that streamlined their processes through RPA have more trust and loyalty of their customers during the pandemic.

Does a strong content management system ensure greater customer loyalty?

Happy customers make loyal customers.  It entails customer experience through an effective content management system. But it needs to be flexible and the centre of all corporate processes. CMS solutions help businesses to maximise digital touchpoints and make relevant information available throughout these channels to help customers create better customer experiences across channels. An effective CMS is simple and enables marketing teams to operate easily.

Why do you need to be digital-ready?

Digital readiness helps you provide unique #userexperience, deliver value from distance, build trust, increase profit and customer base. 

BI solutions are real-time and dashboard-based. They provide remote access to critical business data. Big businesses maintained a solid pace during the pandemic by integrating through digital technology.

Modernize and link your core applications: human resources, finance, inventory and manufacturing. Tap advanced #data #analytics for a 360-degree view of your business areas.

Smart applications and make businesses operate smoothly and deliver value to their customers while maintaining social distance.

Can Supply Chain Management be made isolation-savvy?

Do I need to upgrade to document management system?

You do!  Document management systems (DMS) receives track, manage and store documents; digitally transforms account receivables, compliance documentation, paper forms and templates to web and mobile. They help in collaborative editing; easy and retrievable document storage, archival, document scanning, transcriptions, etc.

Can Contactless service be made more humane?

It is time to create a caring economy, and build customer trust through contactless delivery processes. Customer brand habits have been disrupted during the pandemic. Many are going online for their daily necessities as well as luxuries. Despite the reopening of business establishments, customers still prefer the convenience and safety of distanced experiences. Developing customer experience through Online and #Omnichannel (Web, mobile, #socialmedia) will make them feel comfortable. Attract more customers with a strong online presence; revamp contactless payments, and scale-up online customer service.

Interested to discuss more, please feel free to contact the author at ashish.bhalla@dbp.com.sg

About Ashish Bhalla

Ashish has almost 30 years of industry experience in a wide range of business solutions primarily focusing on end-to-end customer experience management. He is the founder and CEO of Digital Business People (DBP), an omni-channel customer experience management company headquartered at Singapore with it’s development and delivery centres in India.

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