How to Prepare Your CX Strategy for the “New Normal”

How to Prepare Your CX Strategy for the “New Normal”

cx strategyThe COVID-19 pandemic fundamentally altered daily life essentially across the board. Everyone had to adjust their lifestyle. From grocery shopping to working, it all required a change. And, as the situation calms and states begin to reopen, it’s time for a new adjustment; a shift toward the “new normal” is on the horizon.


But it isn’t just people who have to adapt. Companies also need to evaluate their CX strategies, ensuring they, too, are ready for the new normal. Figuring out how to accomplish that may seem daunting, particularly since the situation is still fluid.


However, it is possible to increase your level of readiness, ensuring you can remain agile and meet customer expectations as they shift. If you want to update your CX strategy for the new normal, here’s what you need to do.


Be Proactive and Transparent


Customers have been mired in uncertainty for months, leading to substantial increases in stress and anxiety. Companies should focus their CX strategy on not becoming a new source of burden. Instead, their goal should be to serve as a source of calm and predictability during these trying times.


How do you accomplish that? By being proactive as your operational plans shift. Ideally, you want to inform customers of upcoming changes as far in advance as possible. Additionally, you need to clarify why adjustments are necessary, especially if your new policies include mandates customers must follow. That way, you can manage expectations while increasing awareness, both of which can enhance CX.


Additionally, do you best to anticipate customer questions and create reliable, accessible options for finding answers. Staying ahead of the curve in this respect could set you apart from your competitors as customers won’t have to dig for the information they need.


Implement Digital-First Approaches


Even as restrictions ease, many people are going to choose to limit their interactions with the outside world. This is especially true during the early stages of reopening, where many customers may be leery of in-person interactions.


Make sure your CX strategy is digitally-oriented. Enhance your online resources, including communication options, resource banks, FAQs, and other places customers turn for assistance or information.


Also, ensure your information highly accessible. Avoid having people weave through a series of menus or chatbot prompts to get what they need. You want to shorten the time it takes to find solutions, decreasing the odds that they’ll become frustrated along the way.


But Don’t Abandon the Human Touch


While being digital-first is wise, that doesn’t mean you should prevent customers from reaching a real person. Many people are craving connection, and not being able to contact an agent is only going to spark ire.


Ideally, make your automated options engaging and straightforward, but don’t make connecting with a customer service rep feel like an impossible task. Remember, while you may be able to anticipate many customer questions, there are situations where people need help from an employee. If there are too many barriers between the customer and an agent, your CX will suffer.


Ultimately, to adjust to the new normal, you need to embrace transparency and solid communication across all platforms. Additionally, while digital should be a priority, it shouldn’t be the only option. Make sure your employees are easily reachable. That way, customers can get the support they need quickly and efficiently, enhancing overall CX.

Nathan Weatherford

Nathan is in charge of Marketing & Business Development at VocalPoint Consulting. Launching new marketing initiatives, planning for events, meeting with clients and providers is all part of the job.

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