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Meanwhile, companies must scramble to figure out the best way to maintain excellent Customer Experience (CX) during unprecedented times. No matter what the economy does, you can take some proactive steps to ensure your customers remain loyal to your brand. Creating an excellent CX takes dedication and focus, especially during a global pandemic. Determine a Spokesperson When a crisis hits, it’s easy" /> <meta property="og:url" content="https://boxesandarrows.com/customer-experience-during-a-pandemic/" /> <meta property="og:site_name" content="Boxes and Arrows" /> <meta property="article:published_time" content="2020-11-24T20:12:44+00:00" /> <meta property="article:modified_time" content="2020-11-29T17:58:10+00:00" /> <meta property="og:image" content="https://boxesandarrows.com/wp-content/uploads/2020/11/volodymyr-hryshchenko-V5vqWC9gyEU-unsplash.jpg" /> <meta property="og:image:width" content="1920" /> <meta property="og:image:height" content="1280" /> <meta property="og:image:type" content="image/jpeg" /> <meta name="author" content="Lexie Lu" /> <meta name="twitter:card" content="summary_large_image" /> <meta name="twitter:label1" content="Written by" /> <meta name="twitter:data1" content="Lexie Lu" /> <meta name="twitter:label2" content="Est. reading time" /> <meta name="twitter:data2" content="5 minutes" /> <script type="application/ld+json" class="yoast-schema-graph">{"@context":"https://schema.org","@graph":[{"@type":"Article","@id":"https://boxesandarrows.com/customer-experience-during-a-pandemic/#article","isPartOf":{"@id":"https://boxesandarrows.com/customer-experience-during-a-pandemic/"},"author":[{"@id":"https://boxesandarrows.com/#/schema/person/863d71709a2ff4f31e5a782dfc0ab13c"}],"headline":"Customer Experience during a Pandemic","datePublished":"2020-11-24T20:12:44+00:00","dateModified":"2020-11-29T17:58:10+00:00","mainEntityOfPage":{"@id":"https://boxesandarrows.com/customer-experience-during-a-pandemic/"},"wordCount":1028,"publisher":{"@id":"https://boxesandarrows.com/#organization"},"image":{"@id":"https://boxesandarrows.com/customer-experience-during-a-pandemic/#primaryimage"},"thumbnailUrl":"https://boxesandarrows.com/wp-content/uploads/2020/11/volodymyr-hryshchenko-V5vqWC9gyEU-unsplash.jpg","articleSection":["Design Principles","Professionalism","User Centered"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https://boxesandarrows.com/customer-experience-during-a-pandemic/","url":"https://boxesandarrows.com/customer-experience-during-a-pandemic/","name":"Customer Experience during a Pandemic - 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src="https://boxesandarrows.com/wp-content/uploads/2020/11/volodymyr-hryshchenko-V5vqWC9gyEU-unsplash-825x510.jpg" class="attachment-post-thumbnail size-post-thumbnail wp-post-image" alt="Chat Bubble made from Paper" decoding="async" fetchpriority="high" /> <header class="entry-header"> <div class="entry-meta"><span class="meta-date"><a href="https://boxesandarrows.com/customer-experience-during-a-pandemic/" title="8:12 pm" rel="bookmark"><time class="entry-date published updated" datetime="2020-11-24T20:12:44+00:00">November 24, 2020</time></a></span><span class="meta-category"> <a href="https://boxesandarrows.com/category/process-and-methods/design-principles/" rel="category tag">Design Principles</a> / <a href="https://boxesandarrows.com/category/career-industry-enterprise/professionalism/" rel="category tag">Professionalism</a> / <a href="https://boxesandarrows.com/category/ux-design/user-centered/" rel="category tag">User Centered</a></span></div> <h1 class="entry-title">Customer Experience during a Pandemic</h1> <div class="posted-by"> Posted by <span class="meta-author"> <a href="https://boxesandarrows.com/author/designer108/" title="Posts by Lexie Lu" class="author url fn" rel="author">Lexie Lu</a></span></div> </header> <div class="entry-content clearfix"> <p>Global pandemics are a challenge for everyone. Customers look to institutions and businesses they already trust for answers. Meanwhile, companies must scramble to figure out the best way to maintain excellent Customer Experience (CX) during unprecedented times.</p> <p>No matter what the economy does, you can take some proactive steps to ensure your customers remain loyal to your brand. Creating an excellent CX takes dedication and focus, especially during a global pandemic.</p> <span id="more-21351"></span> <h3 class="wp-block-heading"><strong>Determine a Spokesperson</strong></h3> <p>When a crisis hits, it’s easy to send mixed messages. Choosing a single spokesperson ensures what you’re saying is consistent. During emergencies, the company may need to make fast decisions and distribute information to customers and employees.</p> <p>Select someone with a reassuring presence. Make sure this person understands the emotions people deal with during difficult times. Come up with a few messages aimed at solving pain points for your customers.</p> <p>The person you appoint is the face of your brand. Make sure they embrace the values you hold dear and understand the personality of your company. The best representative is often the founder of the company. However, if that person isn’t comfortable in front of a camera, it might be best to choose a Marketing or PR Specialist.</p> <h3 class="wp-block-heading"><strong>Send Clear Signals</strong></h3> <p>It’s easy to feel overwhelmed during a pandemic. You must figure out ways for your business to survive, alongside worrying about employee health and keeping customers safe. Figure out what your primary message is and deliver it immediately. The longer it takes customers to hear from you, the less likely they’ll feel confident you have a handle on any issues.</p> <p>Look for no-contact ways to stay in touch. Utilize email, social media, and even snail mail to send out sales campaigns or updates about your business. No matter how you distribute your message, make sure it is the same message each time. Emails should match print ads. Offer the same deals via social media as you do on your website. Present a consistent signal, so users don’t grow confused about your process during the pandemic.</p> <h3 class="wp-block-heading"><strong>Tap Into Emotions</strong></h3> <p>Some companies just keep plugging along with business as usual. However, not even acknowledging there’s a pandemic can make consumers feel unsure about the measures you’re taking to protect them.</p> <p>Your first step is understanding your target audience. If you mainly cater to members of the younger generations, they may be acting less fearful of the virus than those impacted more severely. Know who your customers are and what their fears are.</p> <p>Once you understand the fears or anxieties driving their behavior, it’s much easier to show empathy. For in person services, at risk clients might benefit from a separate shopping time period when they won’t have to interact with the general public. All types of shoppers will appreciate courtesy features like pickup and delivery.</p> <h3 class="wp-block-heading"><strong>Survey Your Customers</strong></h3> <p>The best way to figure out what your customers want is by surveying them. Ask them what new procedures they’re happy with and what doesn’t work for them.</p> <p>Go through any complaints or feedback offered in support chat, via email, or phoned in. These are clues about areas needing improvement. Once you identify key issues, make the needed adjustments to ensure a positive shopping experience in the future.</p> <p>Know the path people take when they land on your website.<a href="https://blog.hubspot.com/service/customer-journey-map"> Create a customer journey map</a> and look at each touchpoint in the process. Can you make any improvements that might cause hesitation from the buyer? Do they feel safe from the virus through each element?</p> <h3 class="wp-block-heading"><strong>Refocus Your Support</strong></h3> <p>A well-trained online support staff can create such a fantastic customer experience that people become loyal to the brand. One of the reasons for Intercom’s success is how it encourages consistent and positive immediate chat support. When you talk to chat support staff, or the chat bots, they almost always say, “My pleasure.” or “Thank you.”</p> <p>Many in-person shops have reduced their hours during the pandemic. Use this extra time to conduct training sessions for your employees. Explain how customers are feeling and how they can make it a little better. Give them time to discuss their own concerns. Those who work with the public may have fears of their own. Look for ways to make their jobs better so that their happiness spreads to your customers.</p> <p>Train your customer support staff to focus on the CX of every interaction. If someone calls in, do they hang up afterward feeling heard? If a potential client begins a chat inquiry, do they feel welcome? Go through each point of the buyer’s journey and consider how staff can improve the CX through each phase.</p> <h3 class="wp-block-heading"><strong>Embrace Forward Thinking</strong></h3> <p>These days, the small business landscape is challenging because of reduced in-person activity. One way to get through the social distancing era unscathed is to look forward to future changes and adapt. For example, people are likely to continue shopping from home and requesting curbside pickup for the foreseeable future.</p> <p>Even once the pandemic passes, the convenience of these services will linger. Implement changes now so you’re ready for the shifts in consumer spending. If a majority of your sales currently happen online, that isn’t likely to change. Make sure your website has an excellent CX and embrace omnichannel experiences.</p> <p>Ask your customers what else they’d like to see. Some of the best ideas come from those you serve. While you can’t embrace every view, you can certainly start a few new traditions and keep your patrons happy.</p> <h3 class="wp-block-heading"><strong>CX Doesn’t Change</strong></h3> <p>Even if the world can change drastically in a few short months, the general principles of an exceptional customer experience remain the same. Focus on solving pain points for customers. The problems they face during a global pandemic may be different from what they had before, but you should still be a beacon of hope.</p> <p>Offer them answers and strive to be the best in your field. You’ll gain loyal fans who will stay with you long after the virus fades into obscurity.</p> <p><br>Photo by<a href="https://unsplash.com/@lunarts?utm_source=unsplash&utm_medium=referral&utm_content=creditCopyText"> Volodymyr Hryshchenko</a> on<a href="https://unsplash.com/collections/5023248/work%2Fdesign?utm_source=unsplash&utm_medium=referral&utm_content=creditCopyText"> Unsplash</a></p> <div class="sharedaddy sd-sharing-enabled"><div class="robots-nocontent sd-block sd-social sd-social-icon-text sd-sharing"><h3 class="sd-title">Share this:</h3><div class="sd-content"><ul><li class="share-twitter"><a rel="nofollow noopener noreferrer" data-shared="sharing-twitter-21351" class="share-twitter sd-button share-icon" href="https://boxesandarrows.com/customer-experience-during-a-pandemic/?share=twitter" target="_blank" title="Click to share on Twitter" ><span>Twitter</span></a></li><li class="share-linkedin"><a rel="nofollow noopener noreferrer" data-shared="sharing-linkedin-21351" class="share-linkedin sd-button share-icon" href="https://boxesandarrows.com/customer-experience-during-a-pandemic/?share=linkedin" target="_blank" title="Click to share on LinkedIn" ><span>LinkedIn</span></a></li><li class="share-facebook"><a rel="nofollow noopener noreferrer" data-shared="sharing-facebook-21351" class="share-facebook sd-button share-icon" href="https://boxesandarrows.com/customer-experience-during-a-pandemic/?share=facebook" target="_blank" title="Click to share on Facebook" ><span>Facebook</span></a></li><li class="share-reddit"><a rel="nofollow noopener noreferrer" data-shared="" class="share-reddit sd-button share-icon" href="https://boxesandarrows.com/customer-experience-during-a-pandemic/?share=reddit" target="_blank" title="Click to share on Reddit" ><span>Reddit</span></a></li><li><a href="#" class="sharing-anchor sd-button share-more"><span>More</span></a></li><li class="share-end"></li></ul><div class="sharing-hidden"><div class="inner" style="display: none;"><ul><li class="share-pinterest"><a rel="nofollow noopener noreferrer" data-shared="sharing-pinterest-21351" class="share-pinterest sd-button share-icon" href="https://boxesandarrows.com/customer-experience-during-a-pandemic/?share=pinterest" target="_blank" title="Click to share on Pinterest" ><span>Pinterest</span></a></li><li class="share-email"><a rel="nofollow noopener noreferrer" data-shared="" class="share-email sd-button share-icon" href="mailto:?subject=%5BShared%20Post%5D%20Customer%20Experience%20during%20a%20Pandemic&body=https%3A%2F%2Fboxesandarrows.com%2Fcustomer-experience-during-a-pandemic%2F&share=email" target="_blank" title="Click to email a link to a friend" data-email-share-error-title="Do you have email set up?" data-email-share-error-text="If you're having problems sharing via email, you might not have email set up for your browser. 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She is a contributor to Marketo, Website Magazine and Envato. Feel free to subscribe to her design blog, Design Roast, or follow her on Twitter @lexieludesigner.</p> </div> </div>   <nav class="navigation post-navigation" aria-label="Posts"> <h2 class="screen-reader-text">Post navigation</h2> <div class="nav-links"><div class="nav-previous"><a href="https://boxesandarrows.com/usability-testing-guide/" rel="prev"><span class="nav-link-text">Previous Post</span><h3 class="entry-title">Usability Testing Guide</h3></a></div><div class="nav-next"><a href="https://boxesandarrows.com/a-digital-response-to-the-pandemic/" rel="next"><span class="nav-link-text">Next Post</span><h3 class="entry-title">A Digital Response to the Pandemic</h3></a></div></div> </nav> </footer> </article> <div id="comments" class="comments-area"> <header class="comments-header"> <h2 class="comments-title"> One comment </h2> </header> <ol class="comment-list"> <li id="comment-538232" class="comment even thread-even depth-1"> <article id="div-comment-538232" class="comment-body"> <footer class="comment-meta"> <div class="comment-author vcard"> <img alt='' src='https://secure.gravatar.com/avatar/791a463098984b4cad2af68f99ce911c?s=56&d=mm&r=g' srcset='https://secure.gravatar.com/avatar/791a463098984b4cad2af68f99ce911c?s=112&d=mm&r=g 2x' class='avatar avatar-56 photo' height='56' width='56' decoding='async'/> <b class="fn"><a href="https://www.cognitionboosters.com/" class="url" rel="ugc external nofollow">Cognition Boosters</a></b> <span class="says">says:</span> </div> <div class="comment-metadata"> <a href="https://boxesandarrows.com/customer-experience-during-a-pandemic/#comment-538232"><time datetime="2021-02-19T13:17:32+00:00">February 19, 2021 at 1:17 pm</time></a> </div> </footer> <div class="comment-content"> <p>Lexie, interesting article thanks!</p> </div> </article> </li> </ol> <p class="no-comments">Comments are closed.</p> </div> </main> </section> <section id="secondary" class="sidebar widget-area clearfix" role="complementary"> <aside 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