To say that the COVID-19 pandemic has turned everything upside down is practically a truism. What is not so obvious is that, alongside the health crisis and economic debacle that 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 take risks with their customers. We had been preparing for a digital scenario for years, boasting that we were more omnichannel than ever, but it wasn't until the pandemic held up a mirror to us that we were able to truly see ourselves.
According to a survey by the distributed commerce network CommerceHub, six out of ten (59%) respondents say they are most likely to shop online, a percentage that rises to 75% among those who subscribe to multiple delivery services. Even among the segment of the population we would consider least likely, those over 50, nearly half (49%) say they will subscribe to at least one delivery service. The trend is consistent across all age groups, regardless of whether they have previous experience with online shopping.
Naturally, all of this is reshaping customer experience policies. While it was already important to offer an online experience that met basic standards of usability, responsiveness, and immediate attention, today that approach is radically vital. At BRAINTRUST, we wanted to reflect these new customer experience requirements in an infographic that outlines the 12 golden rules of customer experience in thenew normal.
Cover photo by Engin Akyurt on Unsplash
