As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.
All relationships have an emotional component — and that holds true for the connection between people and brands. Your business’s relationship with customers is built over time, nourished by experiences along many online and physical touchpoints in their journey, grounded in expectations, and confirmed through repeated interactions.
A crisis puts both the strengths and weaknesses in your relationship under a spotlight. And the coronavirus pandemic is not just any crisis. The “locked down” nature of the response to this crisis — which is forcing most people to be physically separated from their friends, extended family, workplace, and favorite places — is requiring organizations to adapt to a digital or remote way of doing business and is dramatically altering people’s daily experiences.
So, as a business leader, how do you help people thrive when they are stressed, fearful, and longing for authentic human connections? And how do you mitigate the impact of the novel coronavirus as it upends every aspect of your business like a slow-motion tsunami?
This column is the first in a series about redefining experiences in this time of great change and isolation, and reimagining them to emphasize the importance of human connection.
The first part
https://www.strategy-business.com/blog/Redefining-customer-experience-Connecting-in-the-time-of-COVID-19
The second part
https://www.strategy-business.com/blog/Redefining-B2B-experience-COVID-19-catalyzes-big-changes
The third part
https://www.strategy-business.com/blog/Redefining-employee-experience-How-to-create-a-new-normal
The fourth part
https://www.strategy-business.com/blog/COVID-19-means-insurers-should-pick-up-the-pace-on-improving-experiences
