COVID-19 has drastically changed how we interact, but marketers can learn a lot from how customer service professionals have adapted. By using the right channels, new customer expectations such as hyper-personalization, and leading with company values, marketers can build long-term relationships with customers. A recent Gartner report states that customers expect a rich virtual experience. Here are a few tips on how marketers can meet these expectations.
Personalize, but don't generalize. Gather cues from requests and purchasing behavior to make sure you’re addressing their specific needs. Additionally, digital outreach should be experiential and interactive, and customers are more interested in doing business with brands that align with their values. Make sure customers get a seamless experience across all communication channels.
Consent is key. Ask customers for permission to continue conversations, and find out which channels they prefer. Respect their preferences and lead with your company's values in an authentic and relatable way. As the pandemic recedes, it’s important to maintain the connections built with customers and build trust by treating them with respect.
How to Meet Customers' New Expectations With Tried-and-True Customer Service Best-Practices
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