Now might be the time to over-communicate with your customers
Rentia Kraucamp, Senior Market Researcher and CX Insights Practitioner at inQuba, has writtern a paper called ‘Keeping Close to Customers in a Time of Social Distancing.’ The paper unpacks customer feedback on COVID-19 across global customer experience programmes, using advanced text analytics to determine customer sentiment and themes around the impact of the pandemic and the need for social distance. Here are a few of the insights:
- Your customers have a heightened need for safety, belonging and control
- Some services (such as those that allow for connection) are more important than they were before
<li”>Your customers need more assurances of your presence and interest during this time of massive uncertainty
The research paper explores the changing customer landscape and suggests the how and the why for your business during these challenging times. Fill in the form to download the complimentary paper.
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