CX Lessons from the Crisis

CX Lessons from the Crisis

cx lessonsThe COVID-19 pandemic created challenges many companies weren’t prepared to handle. However, as time passed, organizations adapted. They figured out how not only to remain productive but how to better serve their customers. Along the way, some powerful CX lessons were learned, some of which continue to provide value as companies prepare a return to more traditional approaches.


Here’s a look at CX lessons many companies learned along the way, as well as some tips for transitioning back to fully operational.


Optimizing the Digital Experience is a Must


As companies were forced to shutter their doors and shift away from their workplaces, the benefits of having a robust and reliable digital experience became abundantly clear. As the pandemic led to stay-at-home orders, many customers had little choice but to interact with companies online, especially if they wanted relatively quick service.


Businesses that had already embraced key technologies, like AI chatbots and omnichannel customer service approaches, had a leg up over competitors. Their offerings were more refined, elevating their customer experience during difficult times.


Those that hadn’t gone down that road quickly realized the importance of being open to advancement and innovation. Similarly, companies that hadn’t polished their online experience had to deal with the fallout subpar CX creates.


Ultimately, the core lesson was that there’s value in optimizing your digital experience. Over the long-term, enhancing and refining these service options is essential, ensuring your business is ready to adapt to the unexpected.


Compassion Means Eliminating Pain Points


Seemingly overnight, millions of households began experiencing significant hardships. Figuring out where to turn wasn’t always easy, especially when the difficulties were financial in nature.


Many companies aimed to respond with compassion. However, that meant more than just offering a bit of understanding and flexibility. When it came to CX, eliminating pain points for customers had to be part of the equation.


Often, organizations had to modify core policies to provide the required level of agility. Finding opportunities for automation may also have factored into the equation, enabling a more streamlined approach to critical customer-oriented functions. Regardless of the method, the core goal focused on simplifying the lives of those they served, ensuring they weren’t a point of stress during some of the hardest times many people faced.


Moving forward, compassion, coupled with action, will need to be part of the CX paradigm. The road to recovery may be incredibly long, especially for those who were the hardest hit. By finding opportunities to reduce pain points, companies can be part of the solution or, at least, make the path ahead less daunting.


Feedback Has Never Been So Important


When it comes to understanding the challenges customers face, no one knows them best than your customers. During these unprecedented times, feedback has never been so valuable. It creates opportunities to learn about what your company can do to enhance CX directly from the people on the receiving end of your experience. And, since you can’t anticipate how their lives, perspectives, and preferences may have changed over the past several months, gathering input is the best approach for learning how you can improve.


If an opportunity exists to solicit feedback, as your customers to share their thoughts. While many may not respond, those that do can be an asset, giving you insights that are otherwise unattainable. Plus, since the situation is ever-evolving, never assume that this process is done. This CX lesson needs to be on-going, ensuring you can learn about changes as they occur and can adapt your CX strategy accordingly.

Derek Roush

Derek Roush is the President and Founder of VocalPoint Consulting. He has over 15 years of experience in the industry supporting telecom and cloud service resellers. Since 2010, he has led VocalPoint Consulting to become one of the leading telecom and cloud service consulting firms in the industry.

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