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.
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.
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.
Coronavirus may be inescapable in the news, but customer experience continues on. While many companies have slowed operations in light of the pandemic, others are soldiering on and taking big risks. Expanding to new areas and services can be a way to gather new customers and expand the experience, or it can lead to serious missteps. This week brought three stories of companies taking risks in hopes of reaching more customers.
Too many companies still give customer experience lip service. They do this by appointing a Chief Customer Officer or CXO. By hiring or promoting a Chief Customer Officer, or Chief Experience Officer the company makes it publicly seem like they understand customer experience and are working toward improving it, but this is often only a public gesture.
As one of the largest retailers in the world, it’s no surprise that Amazon is regularly in the news. The company stands out not only for its innovation, but also for its customer-centric culture. Brands across all industries seek to follow in Amazon’s footsteps for growth and customer focus. This week brought three stories highlighting Amazon’s customer experience and influence in the retail space.
The holiday shopping season is in full swing, and 2019 is a year unlike any other. This year, customers crave convenience, but they also want unique products and experiences. Here are three stories from the week that show the trends and innovations of holiday shopping 2019.
Holiday Shoppers Want Trust And Privacy
Understanding what customers want and meeting those expectations is crucial during the holiday season. A recent survey of consumers found that what they crave most during holiday shopping are seamless experiences, privacy and trust. Nearly 80% of respondents are concerned about their online privacy and find it creepy …
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Modern customers want convenience and control. They crave the power to get what they want, when they want it. As a result, forward-thinking brands are evolving their offerings to create experiences that give customers control. This week saw three examples of the evolving customer experience and how the most successful brands give the power to their customers.
Much of customer experience today takes place online. How a company operates through its app and website plays a huge role in customer relationships and perceptions. The best companies create safe and convenient ways for customers to shop and get the information they need. Here are three stories from the week that showcase the importance of digital customer experience.
Amazon Prime Day is a mega-sale with deep discounts and flash deals on popular items, exclusive for Amazon Prime members. Since starting in 2015, each Prime Day has topped the previous year’s sale numbers. This year, Prime Day is scheduled for July 15 and 16. After past glitches and criticism, Amazon is out to prove that Prime Day is all about providing value to customers.