Customer Experience in Times of Remote Work
Many analysts, including myself, have repeatedly written about us having entered a new normal, which is enforced by a so-called green swan event – an event that according to BIS is “extremely [financially] disruptive and that could be behind a systemic [financial] crisis” (brackets set by Thomas Wieberneit). Supply chains are broken, employees need to work from home, stores were forced to close for prolonged times, and so on. This has the potential to seriously harm the base function of a business, which is helping their customers solve their problems. Looking at the pyramid of customer expectations, businesses are often barely, if at all, able to maintain its lowest level – the level of effectivity – and are far away from making it easy for their customers or even providing them with a joyful experience when interacting and engaging with them. Figure 1: The hierarchy of customer expectations Yet, we are in an era where products and services themselves get increasingly deprecated and the experience becomes the main distinguishing factor for continued success. Still not all organizations are set up to deal with this. Most are not resilient enough to fend off or at least mitigate the disruption caused by a crisis. Some organizations are affected more than others. So are the people who work in these organizations. Salespeople cannot interact with their customers in the ‘usual’ way anymore. They cannot go out and visit them currently. Customer service professionals need to change their ways of collaboration with their colleagues, they cannot just ask their neighbour anymore. Marketing Teams cannot create and host offline events due to distance and...
Corona is over! And now? Trust, agility, and relevance are key
Let’s fast forward about 6 months and Imagine that the Corona crisis is over. Well, not really over, but being on a way of economic and especially psychologic recovery. There will be (yet another) new normal, a new equilibrium of life, personal as well as business. Societies, governments, economies and people have learned to deal with an unprecedented situation. How will the situation look like for businesses? And how will software vendors and consultants be able to improve the situation of their customers? Businesses were forced to a grinding stop, with obvious and disastrous results not only for themselves, but in particular for their customers’ experience. They will have seen huge losses, in spite of governments providing lots of stimulus in terms of trillions of dollars. Businesses more than ever before are facing the need to look precisely at where they spend their money and how they get their restart accomplished. Many people have seen or still are in unemployment. They need and want to contain their spending, too. Business leaders know that their situation has changed. They do know that they need to make their businesses more resilient. They surely have learned that a – to use this buzz word – digital transformation is not an option. It never was, but Covid-19 taught them the lesson that they severely underprioritized this topic. So the why and the what have been hammered down. What business leaders do not know is: How? They do not yet know how to recover and how to initiate or to continue their much-needed digital transformation. Overall, this translates into a situation of uncertainty for...
Customer Experience is the way! But where is its value?
These days, everyone, including myself, is talking about a great experience being the new differentiator. About product, and service being less and less of a factor distinguishing businesses. There is talk of customer experience, user experience, brand experience, product experience, consumable experiences, but mostly this is summed up under the umbrella of customer experience. With this, of course, businesses are reacting with creating customer experience initiatives, building strategies, and implementing solutions, from customer journey orchestration via 1 to 1 marketing solutions, or voice of customer programs. The result is significant investment and CEOs being convinced that their customers have a very good experience. Just that their customers tend to not agree to this assessment, which leads to a considerable experience gap. Abbildung 1: Experience Gap. Source Qualtrics What is the experience gap? At the end of the day, it is the mismatch between brand and product promise and delivery to these promises. This experience gap is a strong indicator that something is at odds with the assessment of the own performance. This might be a consequence of wrong KPIs, wrong measurements or, in the worst case, a wrong or failed strategy. It might also simply be a matter of confusing all these terms, that I mentioned above. So, let’s start with putting some stake in the ground by doing some definition work. Brand Experience On Techtarget we can read that brand experience “is a type of experiential marketing that incorporates a holistic set of conditions created by a company to influence a feeling a customer has about a particular product or company name.“ This is a very inside-out definition,...