CUSTOMER CONTACT ANNO 2020

Nov 8, 2020
Posted in blog
Nov 8, 2020 admin

What does the customer expect

The wishes of the customers have changed over time. This is partly due to the crisis and the uncertainty that it entails. Life goes on and luckily we can still buy what we want. We used to go to a store, now we also like to do this online.

Everything that used to be normal is no longer so. During a crisis, we must minimize the consequences. Everyone has their habits and routine. We find regularity and certainty in this. After all, we are human and often look for a bit of empathy. We have to keep up with the changes. Let's take video calling as an example. Previously an unknown and unnecessary phenomenon. Now it is almost impossible to imagine life without it during meetings, birthdays and any social occasion. The need for human contact has increased significantly

Customer demand has changed

During a crisis where everyone worldwide has to adapt. The needs are changing enormously. What we valued before the crisis will now be seen as less important. In times of need, wishes change. We don't want to complain anymore, everyone feels the unpleasant consequences. We have to help each other. But what does the customer still expect in 2020?

Online is the new accessibility

Being online was a modern concept until a few years ago. Now it is indispensable in a household. There is a worldwide demand for online availability and huge investments have been made in it. Think of online support and online marketing. Many companies can also be reached with live chats. Many companies have had to adapt to customer demand. The need is different in this time.

Openness matters

Due to the developments online, privacy and how it is handled has also changed a lot. Therefore, it should be clearly stated what will be done with your information online. Especially in the field of customer health. The familiar feeling that is faster in personal contact should now also be available online.

Knowledge offers power

In order to get a good picture of a crisis, we need to have knowledge about it. In order to know what to do with the corona crisis, the government attaches great importance to information from, among others, the RIVM. Despite the fact that this information is not complete and not even up to date. Nevertheless, we must have a basis to form a policy. The Corona crisis now shows that scientific investments are important. Knowledge that seems irrelevant, turns out to have become important and has now become a consequence of society.

An online tool is indispensable these days. Online meetings are just more for the multinationals. Due to the movement in the wishes of the customer, gaining knowledge online is much easier and with more possibilities. This way you maintain an active relationship with your customer.

What will the future be?

No one can look into their crystal ball and tell us what the future holds. Certainly not at this time. We know better than anyone that not everything can be calculated. What will it be like after the crisis? Are we going to adopt new habits or go back to the old days? However, we must continue to innovate and adapt to customer demand, even after this crisis. We need to know where our customers are present, this will mainly be digital. In addition, we will have to suppress costs. Due to all the uncertainties that the future may have, it is wise not to incur too many unnecessary costs. Reduce the risk and look for the most economical way to continue to offer the product or service. Keep track of customer demand. Stay up to date and prepare customer surveys. This way you know what the customer needs in the event of changes. Think outside the box and be willing to do things differently.

Put the customer first

Do you need advice or do you want more information about how to map out customer demand? Feel free to contact us on the telephone number / via the online form. Our experts are happy to assist you.

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