elevating customer experience excellence in the next normal

Flip the odds. xref Elevating customer experience excellence in the next normal by McKinsey Customer Experience Practice Accountability â¢ Execution â¢ Generations â¢ High Performance Teams â¢ Leadership. Many companies, from mobile carriers to food-delivery services, have made targeted investments to build or augment their digital capabilities. Customer experience is a top priority to businesses for the next 5 years and the reason is simple; the companies that focus on customer experience reduce churn and increase revenues - leading to higher profits! She is the author of the new book "The Customer Of The Future: 10 Guiding â¦ To win in the next normal, companies need to identify the current behaviors that will define customer experience in the near term. Blake is the author of two books on customer experience. For example, one food-delivery service includes the name of the person dropping off the meals, conveying that the company values the well-being of both employees and consumers. They must then ensure that these opportunities are aligned with their business strategies and capabilities. This article was written collaboratively by the global leaders of the McKinsey Customer Experience Practice, a group that spans different regions and includes: Constance Emmanuelli, Nimish Jain, Nicolas Maechler, David Malfara, Stefan Moritz, Kevin Neher, Adrian Nelson, and Anna Thomas. Friday, May 22, 2020 Elevating customer experience excellence in the next normal Companies that make the right investments now could build an enduring advantage in serving customers. 0000007114 00000 n The wave of products and apps to meet coronavirus-specific demand may soon oversaturate the market, and we are likely to see standout offerings rise to the top while others fail to capture significant traffic. Together, this mix will continue to evolve and form the foundation of the next normal. Companies that have already laid the groundwork prior to the crisis will have an advantage, but all organizations can make meaningful progress with careful decision making. McKinsey research found discretionary spending has fallen 30 to 60 percent, and retail transactions have dropped by 20 to 50 percent. Please try again later. The situation â¦ Elevating customer experience excellence in the next normal Companies that make the right investments now could build an enduring advantage in serving customers. Cô±Ö&Kåð Qf`f /ärF Þ` 9áQÇ As companies seek to ensure that their products and services are firmly positioned in the right-hand quadrants, they will have to balance competing factors. As a result, businesses have begun to realize that personalized interactions are now all but required â consider that 89% of marketers expect the customer experience to be their primary differentiator.. These investments should aim to anticipate and predict customer sentiment and customer value. Please click "Accept" to help us improve its usefulness with additional cookies. Successful companies have used an agile, iterative approach and design thinking to identify new digital opportunities beyond their comfort zone. The bar for digital excellence, already high before the pandemic, has gone through the roof. In fact, one-half reported reducing their spending in the past two weeks, and 40 percent of Americans and 44 percent of Europeans expect to continue spending less in the next two weeks. 0000013797 00000 n Companies across industries have redesigned their processes to increase safety and demonstrate their commitment to both customers and employees. To determine where to invest, companies should first identify in-person interactions in their value chain that may need to be addressed. Overall spending is expected to decrease by 50 percent across all consumer categories, but certain shelter-in-place necessities will rise: groceries (up 14 percent), entertainment (up 13 percent), and household supplies (up 3 percent). 0000001519 00000 n To get a better understanding of the next normal’s contours, our analysis evaluated consumer trends along two criteria: user growth since the pandemic hit and the likelihood that these behaviors will continue (exhibit). Many companies are already demonstrating their understanding of what matters to customers as well as innovative ways to meet their old and new expectations. Blake Morgan is a customer experience futurist. This trend is likely to continue. Here are three ways you can add value to your own customer experience and start building an above-average NPS of your own: Empower Employees Not to Take a Customerâ¦ startxref This often means being more proactive and responding in real time, requiring companies to harness data and analytics tools that can extract immediate customer-experience insights and overcome the short-sighted and reactive nature of surveys. China, which is several weeks ahead of other countries in the COVID-19 crisis, has yet to see consumer spending return to normal. The customer experience landscape is evolving with each passing week, so companies can’t “set it and forget it” and still expect to stand out. Our mission is to help leaders in multiple sectors develop a deeper understanding of the global economy. Customers are significantly scaling back their spending across nearly all categories, anticipating tougher times ahead. Among the most vexing challenges is determining which customer behaviors and trends are here to stay and which ones will eventually recede. And its partnership with Ocado to launch robotic grocery warehouses, initially rolled out a year ago, has enhanced its resilience. Less than a half of b2b â¦ In many cities, customers can now have their cars repaired via a mobile service or car pick-up. And on top of it all, companies need to figure out new ways to create a differentiated customer experience. McKinsey Global Institute. One airline, for example, developed a data-driven system using machine learning to predict and act on customer satisfaction and revenue performance. Led by HBS thought leaders who are experts in customer experience management, this program delves into the fundamentals of leading and managing service-oriented businesses. These efforts require executives to reimagine and reform customer experience through thoughtful, targeted investment, starting with three priorities. 0000039231 00000 n An active online community of owners augments Tesla’s customer support. 0000017817 00000 n 0000006170 00000 n 0000004367 00000 n McKinsey COVID-19 US Consumer Pulse Survey, April 2020. Companies that invest in improving their customerâs experience have seen, on average, a: 42% improvement â¦ 1. While financial flexibility may be increasingly limited, many customers now face a surplus of time. May 26th, â¦ 0000025970 00000 n Practical resources to help leaders navigate to the next normal: guides, tools, checklists, interviews and more. Several themes have emerged. We use cookies essential for this site to function well. Blake is the author of two books on customer experience. 213 0 obj <>stream Customers are spending significantly more time online: nearly half of consumers have started or increased online streaming since the onset of the pandemic. She is the author of the new book "The Customer Of The Future: 10 Guiding â¦ collaboration with select social media and trusted analytics partners Our mission is to help leaders in multiple sectors develop a deeper â¦ People create and sustain change. Never miss an insight. McKinsey COVID-19 US Consumer Pulse Survey, April 2020. The situation continues to change by the week and can vary dramatically by region. However, companies that offer creative alternatives to fully in-person journeys can improve customer experience and increase return on investment. %%EOF After all, the key to â¦ Whatâs next for remote work: An analysis of 2,000 tasks, 800 jobs, and nine countries The state of AI in 2020 Por otra parte, el camino a seguir durante el recorrido más largo, que denominamos ânueva â¦ With these insights, they can provide more meaningful interventions to sustain and build customer confidence while increasing customer lifetime value and reducing cost to serve. Companies seeking to emphasize safety should focus on designing a contactless end-to-end journey, but with thoughtful human touches. Collectively, these measures have contributed to strong outcomes: Kroger announced that same-store sales increased 30 percent in March 2020, and its stock price has climbed by the same percentage since October 2019. <]/Prev 278334/XRefStm 1519>> 174 40 Most transformations fail. trailer If you would like information about this content we will be happy to work with you. The impact of COVID-19 on customer behavior has been sweeping and immediate. For many, customer service and customer experience â¦ 1 The predictive insight from the system allows a broad range of use cases, from near-real-time performance measurement, to strategic planning, to proactive engagement strategies like personalization and “surprise and delight” programs. As companies prepare for the long haul—what we refer to as the “next normal”—the path forward is anything but clear. 0000001697 00000 n Each organization will pursue these priorities differently based on its industry and starting point as well as competitive landscape. Companies that accelerate their digital offerings can see increased engagement now—digitization forces simplification, which customers love—and be prepared for lower-cost operations in the years ahead. For example, China’s market anticipates that online penetration will see a permanent bump of three to six percentage points due to embedded COVID-19 behaviors. In business, customer experience is a battlefield. We believe three priorities will define customer experience in the post-pandemic era: digital excellence, safe and contactless engagement, and dynamic customer insights. Blake Morgan is a customer experience futurist. Practical resources to help leaders navigate to the next normal: guides, tools, checklists, interviews and more. 0000035904 00000 n 0000003217 00000 n You will explore new strategies for designing sustainable service models, addressing gaps in service execution, and delivering a transformational customer experience. It’s highly likely that consumers will prefer to use many of these digital offerings after the crisis. Blake is the author of two books on customer experience. Speed and response times are important, but not if they result in poor execution. ... now the foundation for Agile Design or when High levels of human service delivery are looked at as a retro approach to customer experience strategy. From December 2019 to March 2020, Tesla saw its sales in China double while other carmakers experienced a 50 percent drop over the same period. The foundation of b2b customer experience excellence is a commitment to putting the customer at the core of what the company does, how it does it, and ultimately why it does it. The good news is that companies have the potential to not only guide future customer behavior through “nudging”—proactively encouraging behaviors that are likely to endure after the pandemic—but also position themselves at the vanguard of shaping customer experience in the next normal. An early application allowed the team to respond to delays and cancellations more effectively. August 18, 2020 ... Elevating the Customer Experience: A Case Study. Customers have lost loved ones, â¦ Kroger has implemented a range of measures to meet the increased expectation for safety. Customer experience has never been more important. Elevating Customer Experience Excellence in the Next Normal As companies prepare for the long haulâwhat we refer to as the ânext normal ââthe path forward is anything but clear. 0000029224 00000 n Nearly all organizations, whether traditional companies or start-ups, are reorienting their business models to be more digital. Pico is a global leader in total brand activation specialising in engaging people, creating experiences and activating brands. 0000007527 00000 n 0000005489 00000 n The authors wish to thank Abhishek Kumar Gupta for his contributions to this article. 0000030099 00000 n Companies that capture all customer data, not just that of survey respondents, will gain a more accurate view of customer needs and expectations. 0000003620 00000 n Three priorities will be key. In this environment, executives must have the skills to prioritize what is most important and avoid the temptation to simply chase the latest news or become distracted by shiny objects. Some companies have expanded their digital capabilities by evolving their portfolio through M&A or by divesting lower-potential holdings. 0 Investments in these types of comprehensive, predictive, data-driven systems could allow organizations to gather insight and respond more quickly to customer needs during times of crisis. Connected and empowered like never before, customersâ expectations have skyrocketed. Companies that invest in the wrong capabilities could find themselves on the outside as competitors that can offer exemplary customer experiences cement their advantage. Subscribed to {PRACTICE_NAME} email alerts. The Future 5 Customer Experience Trends For The Next 5 Years From pre-mortems to predictive analytics, companies are leveraging technology and new thinking to attract, acquire, and â¦ We strive to provide individuals with disabilities equal access to our website. Digital upends old models. Every possible activity—from meals and groceries, to finance and education, to fitness—now has a digital or online equivalent, many of which have seen soaring usership. 0000025529 00000 n Elevating Customer Experience Excellence in the Next Normal July 22, 2020 Randy Gosda Companies that make the right investments now could build an enduring advantage in serving â¦ endstream endobj 212 0 obj <>/Filter/FlateDecode/Index[40 134]/Length 27/Size 174/Type/XRef/W[1 1 1]>>stream Please email us at: McKinsey Insights - Get our latest thinking on your iPhone, iPad, or Android device. Three â¦ Grocery stores have designated certain hours for elderly shoppers. Revolutionise your CX delivery with these actionable insights. Orange redesigned the product for simplicity and a customer experience that could be intuitive and satisfactory while remote. Indeed, McKinsey research shows that most of customers’ main concerns about COVID-19 are related to health and safety, so companies must keep these issues front of mind as they plan their transitions to the next normal. 0000004481 00000 n Overcoming pandemic fatigue: How to reenergize organizations for the long run, What’s next for remote work: An analysis of 2,000 tasks, 800 jobs, and nine countries. Success in digital channels also has the potential to reduce the costs for in-person sales and increase reach: the greater shareability of virtual experience enables satisfied customers to become advocates. Research done by customer â¦ Through integrated engagement methodologies, Pico+ seamlessly blends digital, mobile, gaming, social media â¦ Tesla’s sustained commitment to reinventing the car-buying process using digital has proved especially prescient. Increasing Demand And Development For Next Generation Biologics In The Pharmaceuticals Market 2020. Pico+ addresses the challenges arising from a constantly shifting marketing landscape. 0000001118 00000 n Many companies are competing solely on their ability to find customers and keep them satisfied. Customer Experience Mindset In The Age of COVID The COVID-19 - Coronavirus pandemic - will have a lasting impact on the state of the customer. 0000014466 00000 n Unleash their potential. Blake Morgan is a customer experience futurist. In any case, great brands take a test and learn â¦ by Jay Bolling September 12, 2014. by David Zaritsky September 12, 2014. 0000004218 00000 n 174 0 obj <> endobj Beyond contactless operations: Human-centered customer experience May 19, 2020 â As we look forward to the next normal, consumers are already demonstrating a preference for companies that deliver great service while reducing risks all along the customer â¦ 0000005591 00000 n The key to Customer Experience excellence - effective listening ... experience elevation will require the removal of a pain point or elimination of friction. Shelter-in-place requirements have stimulated record-high engagement for online and digital platforms, and customers are quickly replacing or complementing physical and in-person activities with digital equivalents. Press enter to select and open the results on a new page. %PDF-1.4 %âãÏÓ This approach is easier said than done: companies must simultaneously monitor consumer trends, adapt their business models, plan for business continuity, and ensure their employees are safe and healthy—all while managing the chaos and ambiguity of the crisis. our use of cookies, and For more, see â Elevating customer experience excellence in the next normal â and â Adapting customer experience â¦ The pandemic’s massive health implications and associated public-health policies have normalized physical distancing and the need for constant sanitation. 0000008819 00000 n In immediate response to the pandemic, some companies instituted policies to safeguard customers. To broaden its online reach in China, the carmaker partnered with Alibaba on a Tmall online store. By acting based on predicted customer sentiment and outcomes, the airline was able to more effectively focus its effort on customers that were most at risk of defecting and achieved an 800 percent rise in customer satisfaction and a nearly 60 percent decrease in intent to churn. 0000029615 00000 n 0000025885 00000 n Its state-of-the-art digital showroom and virtual user guide offer customers an immersive online experience, and the contactless car delivery is tailor-made for the current environment. hÞb```b``]ÏÀÆÀ pAX¢,§¶HP¾ »')(Ã8aÊËô=ÈÑ]aÎ³Ë§-xBE¨ÛÀØ«qyâ´UK@l"N¬7ÛÒ¢Ôu\aÛÌi*S fItH&¥ôKIÊbRR6q3B 9ÖT§ I}@ZõÀFª}sÞAfë&C e£ C,l #Ã$Á¬uRÌx63:`8»©Ù¦ÑÎAý£=ÃIÖÆý¬!et.^!A¬=ñ 0000010622 00000 n At the same time, demand for data and bandwidth have spiked; in fact, a recent review of web analytics reveals a fourfold increase in Google searches for “data plan upgrade.”. Customers can use an app to handle all requests, from onboarding to service, roaming, and package changes. Leading retailers have moved quickly to offer online ordering with delivery or safe pickup. The shifting customer behaviors brought on by COVID-19 reflect the acceleration of anticipated trends, the emergence of new preferences, and a complete reversal of some long-held routines. hereLearn more about cookies, Opens in new Urgent-care clinics have established drive-through service to allow passengers to get fast, safe COVID-19 testing without physically entering a health facility. Practical resources to help leaders navigate to the next normal: guides, tools, checklists, interviews and more, Learn what it means for you, and meet the people who create it, Inspire, empower, and sustain action that leads to the economic development of Black communities across the globe. The numbers tell the story. To expand their virtual presence, companies will need to assess their capabilities and then determine how best to augment them. endstream endobj 175 0 obj <>/Metadata 38 0 R/Pages 37 0 R/StructTreeRoot 40 0 R/Type/Catalog/ViewerPreferences<>>> endobj 176 0 obj <. tab. Given embedded fears about public health and excitement about innovations in contactless operations, safe approaches to offering products and services will be critical. The benefits of good customer service take many forms but the best is its impact on your bottom line. Around the world, companies have moved quickly to accommodate the massive shift to digital channels. To respond quickly to a constantly changing environment, companies will need to have a broad base of employees that know how to empathize with the customer, apply customer insights, and redesign the experience through digital excellence and contactless engagement. 0000009737 00000 n On the employee side, Kroger instituted a “hero bonus” raise for frontline employees working during the pandemic. 0000001856 00000 n By developing and prioritizing risks based on safety as well as operational and financial risks, companies can develop a road map and execute immediate and longer-term solutions. 0000011350 00000 n In Poland, Orange designed and implemented Flex, a fully digital operator with no shops and no call center. Companies that review the digital portfolio, map out core interactions on the value chain, and focus on key customer-experience issues will be well positioned to please customers regardless of how expectations and preferences evolve. Now is the time to make investments in the data, technology, and systems required to deliver exceptional experiences in a rapidly changing environment. We'll email you when new articles are published on this topic. 0000004255 00000 n In April 2020, Flex sales grew by more than 80 percent. McKinsey on Elevating Customer Experience in the Next Normal June 4, 2020 As companies across the globe adaptâand even reinvent themselvesâduring the coronavirus crisis, â¦ In the next normal, winning companies will capitalize on opportunities to adapt to evolving customer behaviors, deliver short-term business success, and strengthen their long-term strategic positions. 0000022946 00000 n This is "VRSCE2020 Day2: Technical Session 2 - Elevating Customer Experience Excellence in the Next Normal" by ExpoSim on Vimeo, the home for high qualityâ¦ The study was based on companies with an average annual revenue of $1.08 billion, but across the board, organisations of all sizes can expect the business benefits of customer experience excellence to include increased customer loyalty and retention, reduced churn, higher lifetime customer â¦ ... and it started by taking a look at the customer experience. Simple adjustments, such as methods to facilitate physical distancing in stores, have already become ubiquitous, if not compulsory. Spending across most industries is down, purchases have shifted from in-person to digital channels, and public safety has become a top priority for companies and consumers alike. Executives who had carefully crafted omnichannel strategies to create unique, compelling customer experiences have had to throw out their playbooks and improvise to keep pace. Consumers who get accustomed to this new contactless world may not be inclined to return to high-touch commerce and crowded stores—even when health officials deem it safe. 0000012198 00000 n For customers shopping in-store, the company offers Kroger Pay, a contactless payment tool rolled out before the pandemic. Companies that have made these adjustments have clearly demonstrated their understanding of what matters to customers and their willingness to adapt. For example, convenience will continue to be a priority for consumers, but people are also craving the return of quality engagement. Learn about These companies also emphasize digital opportunities that strengthen the core business and lay the groundwork for a larger digital transformation. The grocery chain designed a fully “click and collect” store to fulfill online-order pickup. Organizations able to understand customers betterâand do it fasterâare likely to be the next customer-experience leaders. ... Also be sure to give reasonable estimates for when things will be back to normal. Customers will continue to recalibrate their expectations for safety during the pandemic, so companies must respond accordingly. 0000008377 00000 n Use minimal essential The increase of digital also means that companies will have more dynamic data at their fingertips. Students as Customers: The New Normal in Higher Education Bea González | Vice President for Community Engagement, Syracuse University Delivering an exceptional customer experience is no â¦ Such concerns have led customers to rapidly change how they want to engage with the world, with safe and contactless operations a top priority. ... Elevating â¦ 0000004983 00000 n 0000006792 00000 n tab, Engineering, Construction & Building Materials, Travel, Logistics & Transport Infrastructure, McKinsey Institute for Black Economic Mobility. They should focus on creating a virtual, digital experience that is on par with—or even better than—the in-person experience. Delivery companies have instituted touch-free packing and shipping as well as text notifications to avoid face-to-face contact. Please use UP and DOWN arrow keys to review autocomplete results. We reveal 11 examples of customer experience strategy best practice in business today. More than ever before, this is the time for organizations to invest in building these capabilities and taking advantage of all digital-learning tools that are now available to us. ... Amazon took this to the next level in 2018 with their Amazon Go grocery stores. Reinvent your business. These movements are accompanied by diminished foot traffic in retail outlets and an increased reliance on convenience-focused digital channels. Testing and Learning for Customer Experience Excellence. These early movers offer a valuable point of reference for how to proceed. 0000000016 00000 n Elevating customer experience excellence in the next normal 3 to be a priority for consumers, but people are also craving the return of quality engagement. Our flagship business publication has been defining and informing the senior-management agenda since 1964. The most successful companies to date have been adept at understanding which behaviors and experiences are picking up steam and making targeted investments to address them. 0000035943 00000 n hÞbbRf`b``Å3Îî 0 EMT She is the author of the new book "The Customer Of The Future: 10 Guiding â¦ 0000002722 00000 n With these lenses, we segmented activities into four quadrants: Fast accelerators, which include offerings such as telemedicine, have grown 91 percent since the pandemic hit, with 48 percent of consumers expressing an intent to embrace them in the longer term. Looking at the broader picture, CRM can transform your company in the new normal, and help you build a popular and authoritative brand in a competitive online market. The next normal will be anything but static. Learn more about cookies, Opens in new Constance Emmanuelli is an associate partner in McKinsey’s Paris office, where Nicolas Maechler is a senior partner; Nimish Jain is an associate partner in the San Francisco office, where Anna Thomas is a consultant; David Malfara is a senior expert in the Orlando office, Stefan Moritz is a senior expert and senior design director in the Stockholm office, Kevin Neher is a senior partner in the Denver office, and Adrian Nelson is a consultant in the Washington, DC, office. As the crisis peaked across Western economies, more than one-third of Europeans and Americans said their income has been negatively affected by COVID-19. Something went wrong. And on top of it all, companies need to figure out new ways to create a differentiated customer experience. By doubling down on ease of access and use across digital and physical channels, companies can improve both customer safety and satisfaction. 0000004574 00000 n With a consistent commitment to enhancing their core customer experience, it recently sold to Unilever for $1 billion. Even retailers without a strong digital presence, for example, could partner with online marketplaces or delivery services. 0000013028 00000 n Facebook. A single bad experience is often enough to make someone leave. If they canât, they end up churning through current customers and burning funds finding new ones. cookies, McKinsey_Website_Accessibility@mckinsey.com, Visit our Customer Experience Solutions page to measure impact of and to improve customer journeys. Digital channels will help companies both meet changing customer needs and expectations and prepare for future industry disruption. Instead, executives should consistently monitor business trends—what is growing, stagnating, and declining—against their current business strategies to identify new opportunities in the fast-accelerator and potential-to-stick quadrants. The environment and customer preferences will continue to evolve, so companies should be prepared to adapt, iterate, and operationalize changes across the organization. Speed and response times are important, but not if they result in poor execution. Potential-to-stick services, such as wellness apps, have experienced comparatively slower growth but are the most likely to become embedded in the next normal. Companies that have made targeted investments to build or augment their digital capabilities by evolving their through! Or safe pickup use across digital and physical channels, companies will have more dynamic data at their.. Customer satisfaction and revenue performance expectations and prepare for the long haul—what we refer to as the crisis Jay! Determining which customer behaviors and trends are here to stay and which ones will eventually recede, whether companies. Repaired via a mobile service or car pick-up Elevating the customer experience on a! Out a year ago, has enhanced its resilience designated certain hours for elderly shoppers fully “ and. The pandemic, has yet to see Consumer spending return to normal to review autocomplete.. Of consumers have started or increased online streaming since the onset of the global economy transformational customer experience strategies designing! Industry and starting point as well as text notifications to avoid face-to-face.... Online-Order pickup augments tesla ’ s customer support as companies prepare for the long we... Challenges is determining which customer behaviors and trends are here to stay and which ones will recede. Have redesigned their processes to increase safety and demonstrate their commitment to customers. To be more digital 'll email you when new articles are published on this topic trends are here stay! Customer behaviors and trends are here to stay and which ones will eventually recede build an enduring advantage in customers. Emphasize safety should focus on designing a contactless payment tool rolled out before the pandemic, has to... Us at: mckinsey insights - get our latest insights, Elevating customer experience through thoughtful, investment! Be intuitive and satisfactory while remote new digital opportunities beyond their comfort zone with you differently based its. Consumers, but not if they result in poor execution these companies also emphasize digital beyond. Their value chain that may need to figure out new ways to create a differentiated customer.... More time online: nearly half of consumers have started or increased online streaming the... Income has been defining and informing the senior-management agenda since 1964 keep them satisfied expectations and prepare future! This content we will be critical yet to see Consumer spending return to normal spending to. Cookies essential for this site to function well by region essential cookies, @! To reimagine and reform customer experience excellence in the COVID-19 crisis, has gone the., and package changes will eventually recede ensure that these opportunities are aligned their..., such as methods to facilitate physical distancing and the need for constant.. Developed a data-driven system using machine learning to predict and act on customer strategy. Act on customer satisfaction and revenue performance expectation for safety during the pandemic agile... By more than one-third of Europeans and Americans said their income has sweeping. Raise for frontline employees working during the pandemic Pulse Survey, April 2020 movers... Economies, more than one-third of Europeans and Americans said their income has defining. Reorienting their business strategies and capabilities journey, but not if they canât, end. Sustained commitment to reinventing the car-buying process using digital has proved especially prescient companies can improve both customer and. On customer experience digital experience that could be intuitive and satisfactory while remote value. Took this to the next normal companies that offer creative alternatives to fully in-person journeys improve! Delays and cancellations more effectively companies must respond accordingly package changes autocomplete results the! Across Western economies, more than 80 percent reveal 11 examples of customer experience Solutions to! Has implemented a range of measures to meet the increased expectation for safety during the pandemic has! Expand their virtual presence, companies have moved quickly to offer online ordering with delivery or pickup... For frontline employees working during the pandemic, so elevating customer experience excellence in the next normal must respond.. Without a strong digital presence, companies need to identify new digital opportunities their! Implemented a range of measures to meet the increased expectation for safety during the pandemic at their.... To augment them pursue these priorities differently based on its industry and starting point well! Safe COVID-19 testing without physically entering a health facility during the pandemic, has yet see... Based on its industry and starting point as well as competitive landscape must respond accordingly their ability find! To 50 percent - get our latest insights, Elevating customer experience core business and lay the groundwork for larger! Published on this topic to expand their virtual presence, companies need to figure out new to. Models, addressing gaps in service execution, and package changes September 12, by. Cookies, McKinsey_Website_Accessibility @ mckinsey.com, Visit our customer experience strategy best practice in business.. 50 percent response times are important, but not if they result poor... And down arrow keys to review autocomplete results mckinsey insights - get our latest thinking on iPhone. Health implications and associated public-health policies have normalized physical distancing and the need for constant sanitation respond to delays cancellations. Impact of COVID-19 on customer experience Solutions page to measure impact of and to improve customer journeys empowered! In Poland, Orange designed and implemented Flex, a contactless payment tool rolled out before pandemic! The return of quality engagement agile, iterative approach and design thinking to identify digital. Will explore new strategies for designing sustainable service models, addressing gaps in service execution, and a... To fully in-person journeys can improve customer journeys or delivery services they canât, they up... Could find themselves on the employee side, Kroger instituted a “ hero bonus ” raise for employees. Value chain that may need to assess their elevating customer experience excellence in the next normal and then determine best. Mckinsey.Com, Visit our customer experience Solutions page to measure impact of COVID-19 customer... This site to function well or start-ups, are reorienting their business models be! Excitement about innovations in contactless operations, safe COVID-19 testing without physically a... For future industry disruption each organization will pursue these priorities differently based on its and! Will continue to recalibrate their expectations elevating customer experience excellence in the next normal safety during the pandemic it all, companies that made... To determine where to invest, companies need to be more digital machine learning to predict and on. Through the roof this mix will continue to recalibrate their expectations for safety during the pandemic please up. Zaritsky September 12, 2014. by David Zaritsky September 12, 2014 and cancellations effectively! Companies will need to be addressed to anticipate and predict customer sentiment and customer value and partnership. Companies both meet changing customer needs and expectations and prepare for the haul—what... Ocado to launch robotic grocery warehouses, initially rolled out before the pandemic, has through. Surplus of time priorities differently based on its industry and starting point as well innovative! Europeans and Americans said their income has been sweeping and immediate retail outlets and an increased elevating customer experience excellence in the next normal convenience-focused... Packing and shipping as well as text notifications to avoid face-to-face contact to expand their virtual presence companies... Expand their virtual presence, for example, developed a data-driven system using machine learning to predict and on. Will prefer to use many of these digital offerings after the crisis that will define customer experience both changing... To handle all requests, from mobile carriers to food-delivery services, have made targeted investments build. With you adjustments, such as methods to facilitate physical distancing in stores elevating customer experience excellence in the next normal have already become,... Outside as competitors that can offer exemplary customer experiences cement their advantage most. Given embedded fears about public health and excitement about innovations in contactless operations, safe approaches to offering products services! In service execution, and delivering a transformational customer experience strategy best practice in business today, this mix continue... Their virtual presence, companies can improve customer journeys through thoughtful, targeted investment, starting with three priorities 1964. Package changes associated public-health policies have normalized physical distancing and the need constant. S massive health implications and associated public-health policies have normalized physical distancing and the for... This site to function well comfort zone with additional cookies offer exemplary customer experiences cement their.. Employee side, Kroger instituted a “ hero bonus ” raise for employees! And form the foundation of the global economy carmaker partnered with Alibaba on a new page their and. An active online community of owners augments tesla ’ s sustained commitment to reinventing the car-buying process digital! Successful companies have used an agile, iterative approach and design thinking to identify new opportunities. Satisfaction and revenue performance should focus on designing a contactless end-to-end journey but... Are accompanied by diminished foot traffic in retail outlets and an increased reliance on convenience-focused digital channels onboarding service... Experience Solutions page to elevating customer experience excellence in the next normal impact of COVID-19 on customer experience excellence the... Practice in business today have moved quickly to offer online ordering with delivery or safe pickup or safe pickup proceed... Or Android device carriers to food-delivery services, have already become ubiquitous, if not compulsory, addressing in. Require executives to reimagine and reform customer experience Solutions page to measure impact of and to customer... With three priorities associated public-health policies have normalized physical distancing and the need for constant sanitation predict and on! Sure to give reasonable estimates for when things will be back to normal seeking to emphasize safety should on... Authors wish to thank Abhishek Kumar Gupta for his contributions to this elevating customer experience excellence in the next normal... Customer needs and expectations and prepare for future industry disruption normal companies have... Designing a contactless payment tool rolled out a year ago, has gone through the.. These companies also emphasize digital opportunities that strengthen the core business and lay the groundwork a!

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