It's been a tumultuous few weeks - we know it's been hard and overwhelming. So, we wanted to bring a little light to the news cycle. We published our practical guide to customer empathy last week and since then we've watched on in awe as our community has shown up for customers in lots of wonderful and creative ways.
Here are some of our favourite trends and customer-centric responses.Noteworthy
Handwritten Notes are on the rise as brands move to engage with customers from a place of empathy and gratitude for continued patronage. A personal touch that helps people feel less alone in times of uncertainty. We posted examples of this over on LinkedIn.
I must concierge you to stay
We've seen everyone from nurseries to local retailers offering remote styling consults and contactless delivery using the staff they have. MJ Bale have introduced this service AND extended their live chat hours 👏👏
Reward the bored
Our friends at Academy Brand have introduced double rewards for those stocking up on WFH comfies, and they're not alone. With many customers going through financial hardship but still requiring products, a little bit goes a long way.
Healthy at home
We've seen an abundance of mindfulness, fitness and education apps launching free access to content in a bid to help customers stay healthy and entertained at home. Valuable content offered for those in need, what's not to love?
Connect and play
The task has been put to companies big and small to help customers connect in whatever ways they can. Netflix Party, Spotify Group sessions and House Party, are all great examples of this. While other brands are asking users to generate their own content to help keep themselves and kids entertained.
Shop by appointment
While supermarkets have implemented community hours to assist the vulnerable. We've seen pet shelters and retailers adopt a similar tact in protecting customers and staff by adding 'by appointment' functionality. 📅 📅
The art of asking
Fashion brand Reformation simply asked customers: "What's resonating with you? Do you still want to hear about new collection launches and sustainability-related stuff? Or do you need a break? Please let us know." While clients such as Napoleon Perdis and Bailey Nelson have turned on live chat features to help their customers in real-time.
"Simple acts of kindness will resonate with consumers and employees and keep them loyal during this stressful time.
Customers will remember your brand actions."
Jeff Fromm - Forbes Magazine
Resources we love:
It’s definitely not business-as-usual right now, but there are ways to make customer experiences during the coronavirus pandemic feel a little closer to normal. We may not be able to meet in large groups or in person, but we can keep providing experiences that matter for the people who need it.
How have you shifted your customer experience strategy during coronavirus? Reply to this email and share your ideas to help fellow CX professionals looking for solutions.
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