Taking a journalistic approach to brand storytelling and integrated marketing content. Otherwise curating an online journal documenting our journeys on public transit in San Francisco.
The future of retail probably won’t be the awkward ballet of head-counting, hand-sanitizing, and anxiety it is now—and thank goodness for that. But, adaptable creatures we are, people took to some of the changes made throughout 2020, getting especially comfortable with digital enhancements to the retail experience: like virtual wine tastings to go with an uptick in wine purchases (no judgement) or pantry items from Michelin-starred restaurants.
Looking ahead, the question for many is how customers and retailers will behave now that glimmers of normalcy are starting to show.
In 2020, tens of thousands of retail professionals descended as usual on the Javits Center in New York City for the National Retail Federation’s Big Show. Barely a year later, the annual conference was entirely virtual, your parents knew what “Zoom fatigue” was, and the Javits was a Covid-19 vaccination center. The drastic shift over the last 12 months reminded us that nothing is permanent, including long-ingrained ideas about how retailers should do business.
Customer feedback is an important part of any business relationship. That's why collecting customer feedback should be central to any customer experience (CX) operation.
[collaboration with post author] A company’s customer experience (CX) operation can mature just like people, careers, and bottles of wine, but only if it gets the high level of investment and prioritization necessary to reach that goal.
[collaboration with the post author] Don’t bother choosing between speed and quality when it comes to customer experience, because businesses need both to be among the best.
[collaboration with the post author] A good customer service interaction can lift your entire day. It’s no surprise that an excellent front-line team has the power to elevate your entire customer experience operation—especially when that operation is on the small side.
A customer journey map helps a business understand the customer experience: from discovery to superfandom and everything in between
As consumer anxiety ratchets higher, so is the opportunity, for retailers, to respond in kind—kind being the operative word.
Equipping your customer service teams with the knowledge to assist customers is an essential component of scaling support operations, but support is just one function that stands to benefit from proper knowledge management practices. Gathering, organizing, and deploying the tacit knowledge found all over an organization can empower teams across a business.
Uncomplicating the customer experience can be especially challenging for companies with complex ecosystems. Fear not: Multiple moving parts can come together like a well-oiled machine, and group messaging is quickly becoming the way to do just that.