The coronavirus has impacted how people around the world live and work. With billions of people told to stay at home, millions out of work and an unknown future, companies are being forced to change how they think about and interact with their customers. These are definitely unchartered waters for everyone, including the world of customer experience. Here are three stories from the week that show the continued impact of the coronavirus.
Despite a very cute Jeep commercial featured today in the 2020 Super Bowl with fan favorite Bill Murray, we can’t ignore the glaring need for the auto industry to change with the times. Although people have been buying cars for decades, the manufacturing and sales processes haven’t changed very much. As nearly every other industry welcomes change and innovation, the auto industry remains largely untouched, much to the chagrin of consumers.
After Kobe Bryant’s shocking death on Sunday, headlines started to circulate about Nike and how they were handling the sale of Kobe Bryant merchandise. Nike reported they had sold out of all of Bryant-related merchandise. When customers search for Bryant-related products, they are re-directed to a Kobe Bryant memorial page. The clarification came after sources claimed Nike had pulled its Bryant merchandise to limit profiteering from his death.
The B2B world is notorious for customers regularly switching suppliers. It comes from a number of factors, including dissatisfaction in the quality of the product, its price, delivery date or service. In fact, 80% of frequent buyers say they’ve switched suppliers at least once within a 24-month period. With low customer loyalty and satisfaction, how can B2B companies build a strong customer base and increase their revenue? It comes down to delivering a high-quality and consistent customer experience.
Coronavirus has uprooted nearly every aspect of normal life in the last few weeks. Many people are working from home, kids are out of school, events are cancelled and businesses are struggling to adjust to the new normal. But even during trying times, there is goodness to be found. Many companies have started manufacturing much-needed products, offering services to at-risk customers, supporting displaced employees and a myriad of other things. Sales, revenue and profits matter, but the most important thing is people. Here are three stories of companies doing good during the global pandemic.
On Sunday March 8, International Women’s Day, we’re celebrating the women leaders working to create solutions for potential futures. These women are looking ahead to prepare themselves, their organizations and their audiences for how the world could change. And as they delve into the future, they have a chance to shape it. This list was created to help build community among this group, but also for conference organizers and businesses that want to engage futurists.
When it comes to creating an amazing customer experience, all companies can learn from the Happiest Place on Earth. With its magical and personalized approach to customer experience, Disney and its theme parks have created a passionately loyal fan base, welcoming 157 million visitors in 2018 with an amazing 70% return rate of first-time guests. Disney is regularly recognized for its magical approach to customer experience. Here are five lessons every company can learn from Mickey Mouse himself.
A virtual food court delivered straight to your door. A fresh take on new restaurants. A chance for customers to have control over their dining. Ghost kitchens are popping up around the country and changing the way restaurants operate and customers dine. The shifting tide matches the growing trend of experiential retail and signals potential changes that could impact other industries.
Two shipping giants are giving their relationship a second chance. Just months after FedEx and Amazon ended their delivery contract and one month after Amazon limited third-party sellers’ delivery options, Amazon lifted its ban on FedEx Ground for third-party Prime shipments.
A career in customer experience can be incredibly rewarding and come with great growth opportunities. Follow these seven tips to jumpstart your career and become a leader in the field.