To say 2020 was a challenging year is quite an understatement. COVID-19 threw a gigantic monkey wrench into our personal and professional lives. But it wasn’t just us – 2020 changed everybody, including our customers and our employees. And there’s no signs that the pandemic is subsiding – it’s still continuing to influence how businesses need to operate.
The foundation of your customer and employee experience is the need to know your customers and your team members, understand their behavior and needs, and then serve them based on their behavior and needs. And while the best experience is a simple one, people need you to make it even simpler.
As we look into 2021, we have to ask: Which changes in customer and employee expectations will continue and have a lasting impact?
Recently, I got to sit down (virtually!) with Jeremy Park and his cityCURRENT Radio Show to discuss my take on some of the trends that have come out of 2020 and that’ll continue in 2021 and beyond. If you want to not just survive, but actually thrive in 2021 then you need to serve your customers and your employees with the SIMPLE experience they crave. To do that, you’ll want to incorporate these lessons.
In our discussion you’ll hear us talk about the need for:
- Enhancing your e-commerce and digital presence for your customers
- Focusing on customer relationships vs customer transactions
- Providing personalized, and reverse personalized, experiences
- Giving your employees more interaction and more frequent, consistent communications
Watch our conversation below:
https://youtu.be/xaMWs36aRf8cityCURRENT Radio Show Interview with Matt Lyles
There’s certainly a lot more for you to do to ensure your business can thrive in 2021, but these lessons should give you the start you need.
