We’re getting closer to the end of the initial wave. But the end of what? Hopefully, the end of dire reports about the surge in COVID-19 cases dominating the headlines day-to-day. From a business perspective, however, this end is in fact the beginning of something new.
‘Much has been written about customer service through the years, but the events of the past few months have changed the conversation in a big way. The rise in on-line buying has created new questions about how to build customer loyalty with someone you never actually meet.’ BARE shares an article by Jill Griffin for Forbes on how customers determine value.
‘Even in the midst of a global pandemic, there is one thing that’s for sure: people still want to be treated well. This concept is at the core of customer experience — the simple idea of people wanting to feel seen, known, and appreciated by the companies they’re buying from.’ BARE shares an article by Daniel Newman for Forbes on how ‘CX will be the key brand differentiator by the end of 2020 – even more than price or product quality.’
‘Customers who once wandered the aisles of stores now place orders online. Employees keep their distance from customers instead of greeting them personally.’ BARE shares an article by Blake Morgan for Forbes about how retailers are adapting with curbside pickup in order to serve customers and keep their businesses afloat.
Thanks to technology (define ‘Instagram-worthy’?), we see an exponential change in what defines an ‘experience’ when your customers shop. Here, BARE International shares an article by Harley Finkelstein for Forbes on 5 Trends That Change The Way Your Customer Shop
I’m pretty sure everybody played shopping in their childhood. I myself certainly enjoyed it: I had a cash register, some toy money, I drew price labels, even had my shop’s name; my family and my dolls were the customers and I sold as many things as I could. When my little brother became older, he joined me and I finally could play the part of the customer (until then, nobody had been allowed to play the part
As you know, mystery shopping is always a bit of an adventure. You are required to play the role of a customer with a specific scenario, pretend to be interested in something you might never want to buy in your real life, and you have to invent an entire background story for your request… It’s a challenge, no doubt.