Customer Contact in 2020
What does the customer expect?
Customer expectations have changed over time, partly as a result of crises and the uncertainty they bring. Life goes on and, fortunately, we can still buy what we want. Whereas in the past we would first go to a shop, we are now just as happy to do so online.
What was once taken for granted is no longer so. During a crisis, we try to limit the impact as much as possible. Everyone has their own habits and routines, which provide consistency and certainty. After all, we are human and we look for empathy. We have to change with the times. Take video calling: once unfamiliar and unnecessary, it is now indispensable for meetings, birthdays and social occasions. The need for human contact has increased significantly.
Customer demand has changed
During a global crisis, everyone is forced to adapt, leading to huge shifts in needs. What seemed important before the crisis may now be less relevant. In times of hardship, our expectations change. We no longer want to complain, because everyone is experiencing the consequences. We have to support one another. But what does the customer still expect in 2020?
Online is the new way to be reachable
Being online was considered a modern concept until just a few years ago. Now it is indispensable in every household. Worldwide, there is strong demand for digital availability, and substantial investment has been made in this area. Think of online support, online marketing and live chats that make companies accessible. Many businesses have had to adapt to changing customer demand, because needs are simply different in this day and age.
Transparency matters
Online developments have also significantly changed the way privacy is handled. That is why it is important to clearly state what happens to your information. This is especially true when it comes to health information. The sense of trust that quickly develops through personal contact must now also be conveyed online.
Knowledge is power
To properly understand a crisis, we need knowledge. In its approach to the coronavirus crisis, the government attaches great importance to information from organisations including the RIVM. Even if this information is not always complete or up to date, it still forms the basis for policy. The coronavirus crisis demonstrates just how important investment in science is. Knowledge that once seemed irrelevant has now proved essential.
An online tool is indispensable today. Online meetings are no longer just for multinationals. As customer needs have changed, acquiring knowledge online has become easier and more accessible. This enables you to maintain an active relationship with your customer.
What will the future hold?
No one can look into a crystal ball to see what the future will bring – certainly not at this time. We know that not everything is predictable. What will things be like after the crisis? Will we adopt new habits or return to the way things were?
What is certain is that we must continue to innovate and adapt to customer demand – even after this crisis. We need to know where our customers are, and that will primarily be digital. At the same time, we need to keep costs under control. Given the uncertainty of the future, it is wise to avoid unnecessary expenditure. Reduce risks and look for the most cost-effective way to offer your product or service. Keep monitoring customer needs, carry out customer surveys and stay up to date. Think outside the box and be prepared to do things differently.
Put the customer first
Do you need advice or would you like more information about how to map customer demand? Please feel free to contact us by phone or via the online form. Our experts will be happy to speak to you.
