{"id":48565,"date":"2020-09-04T14:53:50","date_gmt":"2020-09-04T18:53:50","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=48565"},"modified":"2022-12-02T06:15:40","modified_gmt":"2022-12-02T11:15:40","slug":"how-is-covid-19-changing-customer-effort-offline","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/how-is-covid-19-changing-customer-effort-offline\/","title":{"rendered":"How is COVID-19 Changing Customer Effort Offline?"},"content":{"rendered":"

For many, business has changed dramatically during COVID-19. We\u2019ve seen a fresh perspective on simplifying customer effort online. Friction is all the more frustrating when people are feeling stressed or uncertain. Brands have also been forced to rethink how they are managing customer effort offline, too. This second-part to our Customer Effort series explores customer experience changes IRL.<\/span><\/p>\n

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As noted already, \u201cIn the midst of a pandemic, <\/span>simplifying online<\/span><\/a> and offline customer experience is a great way to win business and brand loyalty.\u201d We\u2019ve already offered examples of strategies to succeed in times of turbulence and made suggestions of how to adapt online. Let\u2019s turn our attention now to the flexibility that businesses have shown in shifting to socially distant and safer in-person interactions with customers.<\/span><\/p>\n

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Focusing on\u00a0<\/span>customer experience<\/span><\/a> is always important. Yet, it can make or break a business during challenging economic times. According to <\/span>McKinsey<\/span><\/a>, customer experience leaders saw three times higher returns for shareholders over their laggard peers during the 2007-09 recession.<\/span><\/p>\n

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McKinsey, in its \u201c<\/span>Adapting Customer Experience in the time of Coronavirus<\/span><\/a>\u201d analysis, addressed four key action areas to address customer needs:<\/span><\/p>\n

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