Customer experience — how it will change in the new normal

“The secret of change is to focus all of your energy, not on fighting the old, but on building the new. “ — Socrates.

While we haven’t had a pandemic of this scale during our lifetime, we can look back at history to know there will be major lasting changes in the minds of our customer. And, to stay in business, one must pivot, innovate and transform to meet those changes — design the customer experience in the new normal.

Here’s a few of the changes that we see would extend past the COVID-19 crisis.

1. Health and safety of customers come first — It could be as simple as wiping down heavy traffic surfaces to providing hand sanitizers and plexiglass counters to make the potential customers feel safer when shopping or visiting your office. More customers support businesses that follow local and national safety guidelines.
2. Digital marketing — businesses must have a professional looking, easy to navigate and interactive website, be active on social media, publish blogs and optimize SEO. Connect with your customers digitally. Customer buying preferences has shifted to digital from traditional dealings.
3. Value-driven branding — customers are growing increasingly sophisticated and not to mention vocal on social issues. Show empathy and support for your…