To say that the COVID-19 pandemic has turned everything upside down is almost a truism. What is less obvious is that, along with the health crisis and the economic meltdown we will be dealing with for years (if not decades) to come, there has also been a complete redefinition of the spaces in which companies play the game with their customers. We have spent years preparing for a digital landscape, boasting that we are more omnichannel than ever, but until the pandemic has put us in front of the mirror, we have not been able to take a true picture of ourselves.
According to a survey by distributed commerce network CommerceHub, six in ten (59%) respondents say they are most likely to shop online, rising to 75% among those who subscribe to multiple delivery services. Even among the segment of the population we would consider least likely, the over 50s, nearly half (49%) say they will subscribe to at least one delivery service. The trend is cloned across all age groups, whether or not they have previous experience with online shopping.
Logically, all of this redesigns Customer Experience policies. If it was already relevant to offer an online experience that met basic standards of usability, responsiveness and immediate attention, today this approach is radically vital. In BRAINTRUST we wanted to reflect these new demands of Customer Experience in an infographic that collects the 12 golden rules of Customer Experience in the new normal.
Cover photo engin akyurt on Unsplash
