Creating Valuable Customer Experiences In The New

Normal

Re-imagining the Customer Experience

23 September 2020

A look at familiar scenes from a pandemic

In a period of pandemic, how then can brands create valuable Customer Experiences?

1) Take Time to Get To Know Your Customer Again

• To redefine the customer experience, brands must first have a good grasp of “WHAT” the customer pain points are today, “WHEN” & “WHERE” they spend most of their time or “HOW” limited they are

Homeschooling

https://www.pwc.com/us/en/industries/consumer-markets/library/covid-19-consumer-behavior-survey.html1600+ adult consumers surveyed by PWC

Ready to cook Ready to eat / Do It Yourself Kits

2) Reflect on your Products and Services

Know which products & services to prioritize or streamline

Identify opportunities for developing line extensions or

new products

Find new ways of serving customers

• Execute the 80/20 Principle in SKU Management• Explore reduced SKU line-up • Focus on multiple-use items for

production efficiencies

• Defocus products and services that contradict government regulations and safety protocols

Healthy meal subscription providerconverts to healthy grocery delivery service

Switch from Offline 2 Online

Reinforce in-house delivery service and expand reach through delivery partners

3) Reinvent ways of doing business

Recognize The Power of QR Codes paperless contact tracing digital menus paperless advertising (e-flyers) Cashless Payments

Reduce Length of Stay & Wait Times In-Store

Communicate Your Safety Practices

4) Innovate to Fill New Customer Needs

• Celebrations of milestones continue amidst extended community quarantines but the way customers celebrate may have changed

• Recognizing that movement may be limited and safety is still a major concern, the challenge of providing the same experience for customers to enjoy safe and hassle-free celebrations at home was at hand

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/adapting-customer-experience-in-the-time-of-coronavirus#

In the New Normal, companies can take 4 actions to address immediate customer needs & future proof their business

5) Resume operations mindful of the new normal

• With gradual resumption of business operations, brands must be advocates for positivity amidst stringent safety protocols implementation

• The goal is to minimize fear and encourage customers to slowly ease into the new normal responsibly

• This requires strong commitment from companies to provide workforce safety training, and employees’ consistent execution of safety protocols are key enablers

Take time to get to know your customer again

Reflect on your products and services

Reinvent ways of doing business

Innovate to fill new customer needs

Resume operations mindful of the new normal

To create valuable customer experiences: