Not in Kansas anymore

Organizations don’t have much of a choice in adjusting their business models right now, but simply tossing your products and services online is a bad idea.

For example, an online yoga class is different than an in-person one.  It’s not better, not worse, but it is definitely not the same and to pretend otherwise does your customers a great disservice. It’s a different product experience for your customers and you must make adjustments for that. Take yourself through the new CX journey for your customers.  They will be comparing it to their former experiences. Don’t try to make it the same experience, it won’t be. But the possibility does exist that it could be better.

Treat your customers as if they are new customers because they are – your business has changed. The product offerings, policies and procedures may be different. Have empathy – this may be a stressful time for you and your bottom line, but your customers are going through similar pressures.

The current global situation is a huge opportunity for businesses to come to the rescue for their customers. Your customers still have needs, you still have ways to meet them, and even better, you can provide them with peace of mind during these unstable times. Be there for them and they’re more likely to be there for you.