3 Strategies to Reach Post-COVID Customers

  • Calabasas, California, United States

Author:  Blake Morgan

Short Description

The pandemic may be easing up in many parts of the world, but its effects will forever shape how we live, work and shop so here are 3 Strategies to Reach Post-COVID Customers The past two years have brought unbelievable challenges and changes. Throughout the uncertainty, people have evaluated their priorities and lifestyles. A full 50% […]

The pandemic may be easing up in many parts of the world, but its effects will forever shape how we live, work and shop so here are 3 Strategies to Reach Post-COVID Customers

The past two years have brought unbelievable challenges and changes. Throughout the uncertainty, people have evaluated their priorities and lifestyles. A full 50% of consumers say the pandemic caused them to rethink their purpose and reevaluate what’s important in life.

Serving post-pandemic customers means understanding those changes and trends. Today’s customers demand fast, digital solutions. They want instant gratification from their choices and to be able to make purchases through convenient digital (and social) channels. COVID caused companies to pivot to new services and expand the experience economy. Customers also want more transparency and to know they are making responsible purchase decisions. And advancements in technology have significantly increased robotics and automation, especially to combat labor shortages and supply chain challenges.

Understanding the trends is only half the story with Post-COVID Customers. True success comes from implementing those insights into effective CX strategies.

Here are three strategies to tap into all areas of customer experience and reach post-pandemic customers:

Psychological

One of the biggest drivers behind a successful CX strategy is a customer-centric mindset through Post-COVID Customers. Companies that embody this mindset make every decision with the customer in mind and go out of their way to make customers’ lives easier, even if it makes their lives harder.

A CX mindset goes hand in hand with the company culture. There’s a reason companies that are ranked best places to work and have the best cultures are also companies that excel at customer experience. But employees are burnt out from the pandemic and the stress of dealing with constant changes. Supporting your employees during challenges and providing them the resources they need builds that strong culture and helps them put customers first.

Customer-centric leaders are especially crucial during uncertain times when customers and employees look to leaders to be transparent and authentic. When a leader sets the tone to put customers first, it spreads through the company so that every employee knows the importance of their role.

What does a psychological approach to customer experience look like in a post-pandemic world? It requires getting into the mind of your Post-COVID Customers to know how they have changed, what they value, the challenges they face and what they are looking for. When companies practice empathy, they can see things from their customers’ perspectives and offer relevant experiences.

3 Strategies to Reach Post-COVID Customers

Technological

Technology plays a crucial role in successful customer experiences, but it isn’t everything. The right technology strikes a balance between being innovative while also being effective. Simply chasing the latest shiny technology isn’t practical, but neither is sticking with outdated technology.

Digital strategy has always been important, but especially over the last two years when so much of our lives has moved online. Digital transformation is no longer just a nice idea; it’s a must-have for customer-centric companies. Those digital solutions must be rooted in a psychological understanding of customers to match their needs and preferences.

Every company today is a technology company. Post-COVID Customers expect to interact with you on a variety of channels and get automated and fast responses. That means leveraging data analytics and AI for customer solutions and providing a seamless internal experience. When contact center employees have multiple tabs open during a call and are focused on navigating complex systems, they can’t connect with customers and provide personalized service.

Post-COVID customers want intentional technology that understands them and makes their lives easier to improve in-person, web-based and mobile experiences.

Experiential

Every interaction a customer has with a brand—no matter how small—contributes to the overall experience. Companies have to be in the business of engineering experiences.

The experiential approach is where the rubber meets the road. This is your chance to put into action everything you know about the customer to build a strong relationship. Experiential success comes down to the details. The best brands focus on the user experience and creating an intuitive and simple interaction. A customer might not think about the experience of checking their account or messaging a brand because it is so easy and intuitive—that’s the sign of success.

Life has been heavy during the pandemic. Experiences should be simple, personalized and convenient. Every time your company interacts with a Post-COVID Customers, from the contact center to the physical store to the website and social media, the customer should have a consistent experience that meets their needs and improves their life.

These three CX strategies are timeless, but they are critical to remember when adjusting to Post-COVID Customers. Understanding how customers have changed and the trends can help companies align their strategy and continually evolve their CX efforts to connect with customers, no matter the situation.

*This article is sponsored by Kustomer

Contact Us at WeSpeak Global and follow us on Twitter

Author Profile

The articles, video and images embedded on these pages are from various speakers and talent.

These remain the property of its owner and are not affiliated with or endorsed by WeSpeak Global.

Similar to 3 Strategies to Reach Post-COVID Customers

WS Logo 512

At 26 years old, Tramayne Monaghan was the youngest divisional CFO for Tencent and a Top-35-under-35. He has spoken at global conferences and is a mentor to three digital businesses: Broadley Speaking, African Secret and TurnUp Music. He has launched and run various consumer mobile products such as WeChat, WeChat Wallet, VOOV, JOOX and PUBG […]

  • Author: WeSpeak: SAICA
Brent Gleeson

Leading significant organizational change is hard, A Navy SEAL’s 7 Steps for Using Culture to Drive Change. Though well-intentioned, that’s why over half of major transformation efforts fail. Why?   Many reasons can include but aren’t limited to a bad strategy, a weak culture lacking trust and accountability, poor communication, low levels of buy-in, change […]

  • Author: Brent Gleeson
WS Logo 512

 “How you see yourself determines what you see for yourself, Are You Externally or Internally Driven?.” Veli Ndaba – ‘The NeuroEngineer’ Self-esteem represents an overall evaluation of oneself – the extent to which one feels positively rather than negatively toward oneself – and views oneself as a person of value and worth. Contingent self-esteem is […]

  • Author: Veli Ndaba
Jason Hewlett | Change Your Sleep

If you’ve ever launched something as 3-2-1 Liftoff!, whether it is a basketball shot, a new business, or the 2 Liter bottle rocket for your kid’s science project, you know the arc of senses one feels in each attempt to succeed as we let go of our security and send the object into motion to […]

  • Author: Jason Hewlett
WS Logo 512

Is email is killing your company your primary method for communicating with your colleagues? Then you have picked up a dangerous habit that is killing your company. Here’s why. 1. Email exacerbates knowledge hoarding What is your companies most important asset? Knowledge! It might not be booked to the balance sheet but your value is […]

  • Author: Colin Iles
Amanda Gore

TAKING THE STRESS OUT OF EVERY DAY with Highly Resilient People! Every morning they wake up and say today I choose joy – consciously – and then; They observe their thinking all day and stop thoughts that create stress. They work at being present in every moment and not worry about or dwell on what […]

  • Author: Amanda Gore
Erin Hatzikostas

Here are 3 things I have now that a 6-figure salary couldn’t give me after I left my $500,000 a year job to start my own company, and I couldn’t be happier. On paper, everything about my career was amazing. I’d become the CEO of a large company at the age of 42. In less […]

  • Author: Erin Hatzikostas
kelly swanson - Why Leaders Need To Be Good Storytellers

Me to My Husband, Bill:     Bill – look! My phone is blowing UP with all these stories about people getting this flesh-eating bacteria from getting into the ocean! Bill:    You’re kidding. (Not even breaking stride in his email checking) Me:     It’s true! It’s right here. A man who’s about to lose his arm. A 12-year old who is about […]

  • Author: Kelly Swanson

Our Mission

We are your partner creating memorable and engaging experiences that go beyond the event itself.

© All rights reserved 2025. Created using VOXEL THEME