With the ‘new normal’ approaching, companies will need to heavily ramp up their customer servicing. Some emerging trends in consumer behaviour are already noticeable. For one, there is an increased traffic over online channels. This presents the perfect opportunity and scope to build on the existing digital marketing capabilities. There will now be increased focus on safety and health. There are some trends that may trend a lot now, but could see a reduction once the new normal sets in. One such is videoconferencing. Telemedicine for mental health could be among those that face fast acceleration to the future. Restaurant delivery is one aspect that should more or less return back to the old normal. One key trend that has the potential to stick around is the wellness apps. Companies need to be prepared for a digital recovery. A safe and contactless customer journey now needs to be the default mechanism. Customer feedback, now has to be anticipated, and not just be asked for. The business intelligence loop needs to be configured in such a way, that the customer reactions can be tracked authentically real- time.

Source:https://www.mckinsey.com/business-functions/operations/our-insights/elevating-customer-experience-excellence-in-the-next-normal

Uploaded Date:29 May 2020