If you are like me, I review articles and hear from professionals, on what we should do in our business during these challenging Covid-19 times. I have also been asked to share customer experience and team culture advice, tips and strategies on TV Networks, radio, webinars, zoom meetings and podcasts as well. Hopefully providing some much needed help.
Today, I would like to share what NOT to do, in your business, during Covid-19. Do not cut back on services that directly impact the basic needs and wants of your customer experience. Many businesses just don’t get it and unfortunately are doing this very thing and it is having a HUGE negative impact on their business.
In this video, I share an experience I recently encountered, that has left a lasting negative impression on that business and company. One, I will certainly tell others and that is not a good thing.
I strongly suggest to not cut back on such services as Customer Service phone lines, IT support lines or “Chat Boxes” on your web-site. Due to these challenging “stay at home” times, customers have no choice but to call your business for questions, orders or problem issues. If you cut back on those services, staffing or even certain hours of operation, it will only frustrate and upset your customers. It will certainly create even longer wait times or you may not be available at all to help them. Is that a Magical Customer Experience? I don’t think so.
I certainly realize many businesses are barely staying in business and have had to cut back on expenses. We all have. However, take a look at your present customer experience at every touch point and prioritize which touch points are the most important to your customers. Call your own customer service lines and evaluate your customer experience. What does that look like? Put yourself in your customer’s shoes. If you have to, only cut back on those touch points which will have the least affect on the customer experience.
After this Covid-19 virus is behind us, we will all be telling stores to others about what we went through. You want to make sure people share the good stories not the bad ones. Having good stories, shared by others, will leave a lasting positive impression about you and your business. Now that will be Magical!
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https://youtu.be/J4ErTXQlkJk –