2020 has been a year like no other in the past. With pandemic forcing us to live our lives more online, organizations have had to transform the delivery of digital services and experiences at an accelerated rate.
As COVID force-closed companies and economies around the globe for months, businesses are considering mapping the customer journey more now than ever before.
You can offer a customer a highly intuitive experience, but if you can’t deliver the required service to the customer’s satisfaction and expectation then you lose the customer.
This is more important now, particularly when the people are so reliant on services being delivered digitally in every area like school/college education to retail. If these interactions do not go smoothly then the impact on our livelihood is more serious.
With the digital age, the consumer has become a superman and this pandemic has Upped the customer expectations, which has created a new set of challenges for marketers and digital teams.
The first is the need for faster delivery. Businesses need to update consumers immediately about the availability of products or services.
Second is the quick online support. Customers expect to receive clear answers and solutions quickly.
Digital leaders will need to keep an eye on such changing customer needs, be ready with staff members that can adapt and respond quickly and build digital platforms that are flexible and scalable to meet the demand for more engaging experiences and frictionless digital services.
COVID pandemic has pressured many businesses to go digital.