A customer experience specialist from Sutton Coldfield is urging businesses across the region to carefully examine their current customer experience (CX) and consider how it could be improved.
Shaun Cremins (pictured) from insight6 says that CX will hold more weight than ever before this year, when it comes to customers choosing which businesses to spend money with.
Shaun, CX director at insight6, explains how the pandemic has changed customer expectations and advises businesses to embrace the changing landscape to remain at the top of their game.
He said: “One thing for certain is that customer expectations have changed. The trend for a more personalised and meaningful experience started pre-pandemic, but what Covid has done is supercharge the acceleration across mass industries.
“People will increasingly be inclined to seek out brands that make them feel special or provide added emotional connections.”
“In a similar vein, businesses can no longer hide poor service behind Covid. Consumers have seen many businesses adapt and flourish through Covid driven alterations - proving it not only possible to deliver the same standard, but in many circumstances, improved services during Covid times.”
Employee experience will also be more influential than ever this year, says Shaun.
But he warned it’s likely going to be tough, with higher levels of staff absence due to isolation periods and as a result, teams could feel overwhelmed.
Shaun added: “As employee experience directly translates to your customer experience, treating your team well is vital.
“Regularly asking how they are doing and then acting on the feedback has shown to increase experience levels via our ‘instantinsight’ feedback tool.”
