A post-pandemic recipe for developing customer experience
Summary
The pandemic has accelerated the shift to online shopping, organisations such as banks and doctors’ surgeries have introduced video consultations, and the hospitality sector, hit hard by prolonged national lockdowns, has been forced to adapt. He says the technology enables both smoother restaurant management and greater customer satisfaction, and is ushering in a new, safer era of pub table service in the UK, similar to other parts of the world. When the economy was put on hold and shops and workplaces were shut down, consumers adapted, developed new routines to cope with the pandemic and rediscovered things that had previously been relegated or dismissed entirely because of the priorities of busy pre-pandemic lifestyles. “Among the reimagined,” they write, “66% said they now expect brands to take more responsibility in motivating them to live by their values and to make them feel more relevant in the world, versus 16% of traditional consumers.” The Accenture study concludes that customers are more open than ever to embracing new experiences and forming new habits. Putting the pandemic to one side, in February 2021, McKinsey published an article exploring the nature of customer experience (CX), specifically focusing on the shortcomings of traditional measurement techniques.