Many companies suddenly lost all face-to-face interaction with their customers during the pandemic. It is unlikely that this shift will be fully reversed, so businesses need to make sure they have solid alternatives in place to address all the important customer touchpoints online and offline.
Customer acquisition
Businesses that stay in tune with consumers’ changing needs are more likely to stay ahead of the competition. Our survey2 shows that 40 per cent of mid-sized organisations have already started using digital technology for customer acquisition and engagement.
Customer interaction
If customers migrate to online and minimal-contact channels, businesses must go with them. Digital marketing and omnichannel engagement strategies are now priorities, and all communication with customers must happen seamlessly across all channels.
Customer retention
Things like safety, security, reliability and convenience now mean more to customers than traditional benefits such as speed and accuracy. Positive actions that businesses take today will have impacts that will outlast negative associations with the pandemic and set the tone for future or ongoing consumer relationships.
2 Survey as mentioned in footnote 1
