Improving the Experience

Authored by Fabian Wong, Chief Creative Officer, Capita Consulting

In many industries, COVID-19 has transformed how companies think about engaging and communicating with customers. Capita Consulting’s Fabian Wong provides his five key tips for understanding what’s changed and how to retain your competitive edge.

Main points include:

Accept the new normal: Businesses must re-examine their offerings and how they can inspire confidence in their customers through a review of their current experience designs.

Understand the experience premium: What will customers pay over and above to businesses that are demonstrating extra care and attention by improving engagement and interactions?

Build loyalty through your brand: Businesses really need to start thinking now about how they interact with their customers, who in turn will be thinking about their relationships with organisations.

The future of customer experience: Which areas will become increasingly important for businesses to incorporate into their long-term strategy?

Planning for recovery: What sectors are best placed to come through this crisis well and why?