Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead

Quelle: eglobalis.com

We all know that consumer and employee sentiment and loyalty vary across multiple cultures and are impacted by personal situations, country situations, experiences (both CX and EX), and other market aspects. Each can be very different, even beyond interactions and communication channels. This is especially important as we await a COVID-19 vaccine and will continue to be crucial even afterward. Today, I will discuss 6 suggestions that can ensure your operations have a competitive advantage by achieving the right customer sentiment and commitment toward your brand.

People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. Companies that did not transform their culture and digital experiences to be more people-centric will probably be stamped with negative memories in our brains.

Those organizations that cared and broadened their engagement with customers will emerge from this crisis stronger. Those that didn’t – by focusing solely on reducing operational costs during the crisis – will probably suffer. People perceive real authentic change and evolution in brands. Human-centered approaches to transformation have become even more important. Companies that don’t care about humans, and don’t develop digital efficacy related to delivery, will stay behind.

Some weeks ago, Forrester predicted that in 2021, the majority of businesses will invest in having a full-fledged digital presence beyond typical IT departments in order to gain additional digital advantages, independent of sector. Many organizations are currently also developing business intelligence and AI departments to improve their understanding of human insights and to leverage AI to enhance performance. I hope some will embrace IoT capabilities to generate great experiences for all of us and that they will properly analyze and explore those technologies to enhance customer and employee experience and sustain growth (the way Siemens, John Deere, and Kaufland are doing, for example).

Even though human sentiments vary from culture to culture, there were shifts in behavior, values, and essentials – both in business and in life – that impacted B2B and B2C organizations equally.

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