Customer experience - The post-pandemic strategy

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Reshape customer experience after Covid-19

Reframe goals, strategies, objectives as well as their priorities

We already see that the current situation accelerates the digital transformation of society, business and communication to a speed we would not have expected in our wildest dreams. But what we never imagined is that this acceleration is accompanied with a severe threat to humanity and the economy, and in addition a high unpredictability of events and changes to come.

A completely new scenario is building and evolving in front of our eyes from a business and strategic perspective. Now it’s time to reshape your customer experience, designing fast new products and services to be distributed through every channel, with communication plans coherent with these times.

Reply expertise and knowledge in the design of digital experiences will support customers in understanding and mapping new needs, issues and opportunities raised in this totally new context, by being creative to re-invent their digital customer experience and in finding new ways to support and boost the business.

New scenarios and new needs

This shift in expectations and behavior will have a lasting effect for which each company needs to be ready.

In these times of uncertainty, trust and reliability become even more important. Customers will value more than ever how consistently and empathic organizations react and communicate during the crisis. Companies need to be fast and well prepared to support customers, from product delivery to giving advice.

An underlying increased human need for risk prevention and health will add new aspects to business models, innovations and value propositions for products and services. This might lead from emphasizing more on certain aspects in communication up to creating and finding completely new health-related features for products.

When the possibilities for real-life interaction decrease and new processes come into place everything we do digitally needs to become even more self-explanatory and convenient. Stronger user experience automation and customer personalization will probably be the next fields to tackle. A clear and outstanding UX will be a strong element of trust and positive brand experience at the same time as well.

All experiences and services need to have a full digital equivalent. People are now choosing to, or do not have an alternative than to, do everything online – and we believe that this behavior will stick.

Understand and map new needs

More than ever it is all about listening and finding out what customers really think, what they want and what they actually do and plan to do. Their expectations need to be at the core of Post-Pandemic strategies. Reply supports organizations in all aspects of insights generation, from advanced data analytics to trend, ethnographic and empathic research, customer journey and user behavior analysis.

Find out new issues and opportunities to dig deeper

Knowing what drives customers’ experience will lay the foundation for a full customer experience checklist to reveal exactly the right spots to dig deeper and invest in. Reply supports companies by setting up a dedicated expert team to work on topics such as brand experience and communication reviews, marketing spend and ROI analysis, lead management and engagement strategies, UX reviews and usability audits.

Be creative to re-invent customer experience

We also understand the challenge within this crisis to navigate carefully between quick-wins - where digital can help to compensate shrinking offline sales – and a solid, thought-through strategy for a post-pandemic (or long-term-pandemic) situation. Reply helps organizations to re-invent the digital customer experience and find new ways to support and boost the business – without putting your brand at risk. Thanks to technologies like IoT, MR and VR companies can overcome physical lockdowns and retail closures by providing new buying experiences for potential clients, redefining the entire shopping experience and reinventing customers’ shopping journeys, creating more positive personalized virtual experiences.

Capri Group

Case Study

Here and everywhere. Now or never.

The Capri Group, owner of the well-known fast fashion brands characterised by high growth potential - Alcott and Gutteridge - is taking on, with Retail Reply’s support, an innovative digital transformation process. This process puts Artificial Intelligence at the service of the Retail world and integrates the gradual nature of a scalable approach to the vision of a multi-channel oriented future.

Digital Commerce

Article

Tools and Techniques for Omnichannel Marketing

Companies wishing to attract prospective customers, retain existing customers and successfully market their products and services must cater to different channels as seamlessly as possible while taking all channels into consideration. It is thus important to know the specifics of each channel and to employ the right tools and techniques. Susanne Zander, Partner at Syskoplan Reply and Reply Practice Leader Commerce explains how this works in practice and how far companies have come.

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RESTART YOUR BUSINESS

Reshape customer experiences for the new normal

Reframe goals, strategies, objectives as well as their priorities

New scenarios and new needs

Understand and map new needs

Find out new issues and opportunities to dig deeper

Be creative to re-invent customer experience

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