[rank_math_breadcrumb]

Ep.2/9 | Engulfing Magnificence

  • Calabasas, California, United States

Author:  Peter van Kets

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

Video

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 Ep.2/9 | Engulfing Magnificence

Ryan Jenkins | Next Generation Catalyst Podcast

To Think like a leader, you can’t really miss it. The headlines, the endless discussions and debates, the boundless optimism from some and apocalyptic warnings from others. Unless you’ve had your head stuck in the sand for the last few months – and who, at times, hasn’t wanted to do that?! – the turbulence in […]

  • Author: Kevin Gaskell
Ryan Jenkins | Next Generation Catalyst Podcast

No doubting Lock-down has been a challenging time for almost all South Africans as We can travel again… Perhaps less so for government officials, seen attending funerals puffing cigarettes, and others who have been on full salary, but for most of us a very difficult time. The President’s announcement of easing restrictions to Level 2 from […]

  • Author: Rob Caskie
Ryan Jenkins | Next Generation Catalyst Podcast

Clarity Certainty and Hope. Many have spoken about VUCA times, where it all becomes Volatile, Uncertain, Complex and Ambiguous. We had a large taste of it in 2008, during the global financial crash, but the Coronavirus has really challenged every nation, and every person. We will share some thoughts and insights that may help you […]

  • Author: WeSpeak Global
Ryan Jenkins | Next Generation Catalyst Podcast

You cave to peer pressure and put your name in a contest to riding the bull. Suddenly – you win! What was a joke and dare moments before, you now see your name on the rodeo board, everyone is freaking out with excitement because you were chosen, and the exhilaration quickly turns to dread. This […]

  • Author: Jason Hewlett
Ryan Jenkins | Next Generation Catalyst Podcast

LONG LIVE THE COMFORT ZONE. It’s been getting a bad rap for years! Popular activities for team-building include exercises to help teams think outside the box, workshops that force us outside our comfort zones, seminars are designed to inspire attendees to embrace discomfort in the name of personal growth … the list goes on. As […]

  • Author: Juanita Vorster
Ryan Jenkins | Next Generation Catalyst Podcast

Over the last year as You Want to Be an Authentic Leader, you’ve worn countless sweatshirts on Zoom calls, taken meetings while walking, and even brought Fido, your adorable Shih Tzu, into a few calls. Well done. However, and I hate to break it to you, that doesn’t necessarily make you an “authentic leader”. The […]

  • Author: Erin Hatzikostas
Ryan Jenkins | Next Generation Catalyst Podcast

Regular Mindfulness Practice, Meditation and Benefits Forget about the incense making you feel all balmy… I want to share with you some of the scientific evidence of the benefits of Regular Mindfulness Practice (*) Results from fMRI scans after 8 weeks of Regular Mindfulness Practices training… Intervention studies have been carried out that specifically look […]

  • Author: Christoph Spiessen
Ryan Jenkins | Next Generation Catalyst Podcast

This is a great article on Bringing the mountains home which addresses employee happiness and developing a beneficial culture that contributes to a business’ success. *** Written by Travis Gale, CEO of Appletree Catalyst Agency, which discusses how to deal with end-of-year burnout and how to ‘Bringing the mountains home’. This past festive season, I […]

  • Author: Travis Gale

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