Do you know how your customers perceive their interactions with your business?

The definition of Customer Experience is: “the way someone feels at all stages of doing business with a company or organisation” (Source Cambridge Dictionary)

Already a preferred channel by online customers, Live Chat is likely to dominate future customer experience, due to the integration of game-changing technologies. This week's guest article comes to us courtesy of Jake Rheude of Red Stag Fulfillment who has taken a look at the Top 7.

In 2020 and beyond, travel and hospitality companies will be remembered most for the Customer Experience they provided when times were tough. With a turning point in sight, how can they get on the front foot to look after precious returning customers?

MIND THE GAP

Being COVID compliant is essential to bringing customers back with confidence. Every UK business needs to consider how they intend to be perceived by customers in the critical months ahead.

Sage advice that we often hear during a crisis is “It’s those that think smart and consider the long-game who are likely to be the winners from this situation" but when you're under pressure, it can feel a lot easier said than done.

Yet avoiding crucial mistakes, with small adjustments to customer service, can help you take that pressure off, and actually turn a negative into a positive.

As we enter the last quarter of 2020, I reflect on what an unfathomable year it has been globally. The world had come to a grinding halt in more ways than one and life has changed forever!

We've all had to adjust to a different way of living, working, and dealing with clients. Who would have thought you wouldn’t hear or see an aircraft above you, you couldn’t just walk into a shop and try a dress on, turning up at a pub without a booking was a no-no, you had to queue outside the supermarket and even then you found there was a shortage of pasta, toilet rolls, and cleaning products!

Making successful change is often cited as one of the hardest things to do in business. Yet we are constantly reminded that change must be a constant and ongoing strategic imperative. Why?

Just like the travel sector must do, I've made big changes for my future.

I'm coming to the end of my first 2 weeks in my new role with Yomdel as a Business Development Manager. This career move was an interesting one for me, the current climate forced me to look outside the travel sector, which I had worked within for 20 years.

Fortunately for me Yomdel saw a mutual opportunity as they continue to build on their successful model.

5 Things to Consider When Buying Primary Market Research

Market research is a very broad church, with as many definitions as there are cat hairs on my kitchen floor just now. However, a good general description for me is - market research helps answer questions about your business and/or its customers so you can make more informed decisions and reduce risk.