Home | Login | Contact

Who    What    Why



INSIGHTS



  COMMUNITY ARTICLE

Improving the Experience

In many industries, COVID-19 has transformed how companies think about engaging and communicating with customers. Capita Consulting’s Fabian Wong provides his five key tips for understanding what’s changed and how to retain your competitive edge.

Main points include: 

Accept the new normal: Businesses must re-examine their offerings and how they can inspire confidence in their customers through a review of their current experience designs.

Understand the experience premium: What will customers pay over and above to businesses that are demonstrating extra care and attention by improving engagement and interactions?

Build loyalty through your brand: Businesses really need to start thinking now about how they interact with their customers, who in turn will be thinking about their relationships with organisations.

The future of customer experience: Which areas will become increasingly important for businesses to incorporate into their long-term strategy?

Planning for recovery: What sectors are best placed to come through this crisis well and why? Community articles are produced directly by and for the Criticaleye Community.






Click here to download this insight




Author

Fabian Wong
Chief Creative Officer
Capita Consulting





Related Insights

Has Coronavirus Changed Retail Forever? Has Coronavirus Changed Retail Forever? The Customer Experience 3% The Customer Experience 3% The New Normal  Consumer Behaviour
The New Normal  Consumer Behaviour
Other Insights Contributed by Capita Consulting:
All change: rail, digital and COVID-19
Embedding a People-First Culture Making the World a Safer Place One Click at a Time The New Normal  Consumer Behaviour
The Customer Experience 3% Robot Wars or Automation Alliances Financially Fit For the Future? Using AI to Power Electricity Networks Experience Matters in Digital Security Disrupt or Die

Related Insights

Your Peers Also Read

CEO Research Results 2019 CFO Research Results 2017 Private Equity Retreat - 2012 Tech and Talent in Asia The CFO as an Enabler