COVID-19 was the litmus test for profitability for many businesses and the deathbed for the hospitality, tourism, and commercial aviation sectors, and their suppliers. Regardless of the scope of financial loss, one observation has remained:
Digital adulthood is the key to profitability and a business buffering itself from external shocks.
Another lesson that has risen is the brand of a business. One news website in Jordan and several others in the United States did not lose any advertising profits because of their strong brand and their centrality in the region. So, despite COVID-19’s sweeping harm, businesses can immunize themselves by making themselves near indispensable to their market and customers. These two lessons—digital adulthood and indispensability — are symbiotic.
Part of digital adulthood
has been the en masse
migration to
- Online-only transactions
- Touchpoints with customers and leads
- Lead generation
Even companies with a semi-established online customer funnel felt the tug of an online customer experience.
Instagram saw a huge increase in online and online-only business pages and many business owners received orders only through Instagram
Online business traffic grew three to five times during the epidemic in China, Britain, Canada, France, Germany, and others.
What this portends is a quick, steady evolution of business practices to the following
Pillars of great CX:
Pillars of great CX:
- Online Adulthood
- Quick Customer Service
- Speed
- Enticing, Customer-Focused Content
- E-Commerce
Strategy Surgery and Consulting administered a survey as part of its ongoing consulting and business strategy services.
ONLINE ADULTHOOD
Businesses need to dedicate regular effort, technical infrastructure, financial resources, and labor to their online presence.
This does not simply mean a chat box and a website but a separate, yet integrated, online presence.
QUICK CUSTOMER SERVICE
Instagram, WhatsApp, and Uber have been steadily gaining a growing share of the delivery and online business markets.
What can enhance branding is instant, professional interaction with customers.
What can enhance branding is instant, professional interaction with customers.
SPEED
An easy way to risk losing a customer is to take too long to serve them.
Ride-sharing applications tell the story: Most passengers cancel a ride request simply if it takes more than, say, 3 minutes to reach them!
Ride-sharing applications tell the story: Most passengers cancel a ride request simply if it takes more than, say, 3 minutes to reach them!
ENTICING CONTENT
Whether a company is in transportation, education, technology, or a mom-and-pop shop,
content is king.
A website or even an Instagram page does not last, let alone drive traffic, without consistent, branded, and high-quality content.
This can encompass everything from blogs, white papers, videos, pictures, to others.
content is king.
A website or even an Instagram page does not last, let alone drive traffic, without consistent, branded, and high-quality content.
This can encompass everything from blogs, white papers, videos, pictures, to others.
E-COMMERCE
It does not matter in what industry vertical a business is.
E-commerce is paramount but not in the literal sense.
Businesses, vitally in the retail sector, should implement e-commerce, supported by Facebook, Twitter, and Instagram. Companies in less customer-facing sectors, should refine their online capabilities.
E-commerce is paramount but not in the literal sense.
Businesses, vitally in the retail sector, should implement e-commerce, supported by Facebook, Twitter, and Instagram. Companies in less customer-facing sectors, should refine their online capabilities.
