As customer needs have shifted overnight companies now have to think about quickly re-shaping their customer journeys. Researchers say that this crisis is likely to last about 18 months. During this time, companies that lead with empathy and genuinely address customer needs can strengthen their relationships. In this live webinar, I am going to talk about how companies can address customer’s acute needs today and build stronger ties with them preparing for life after. WATCH THE FULL WEBINAR HERE: https://bit.ly/2WkeleX Topics include: ◾️ Current business landscape ◾️ Changes in consumer behaviour and habits ◾️ Actions that address customer needs and prepare for the future ◾️ Business trends post COVID -19 Subscribe to my CX news: https://bit.ly/34QBV5K

1. Adapting Customer Experience
in times of COVID and beyond

2. "Customer
Experience is
what unlocks
the future of
businesses"
About me
Copyright © 2020 by The Smarter Crew ilenia vidili

3. Copyright © 2020 by The Smarter Crew ilenia vidili
Agenda
◾ What is going on?
◾ What are the changes in consumer behaviour
◾ Actions that address customer needs today and tomorrow
◾ Business trends after Mr Corona
◾ Q&A

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5. Copyright © 2020 by The Smarter Crew ilenia vidili
Make Customer
Experience your
competitive advantage

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PIVOT
INNOVATE
TRANSFORM

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The future is here, but it’s not evenly
distributed
William Gibson

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3,673,387
1,211,216
253,401
Source: www.worldometers.info

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10. This crisis will last 18 to 24 months
Stephane Garelli
ilenia vidiliCopyright © 2020 by The Smarter Crew

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What we have been dealing with
People are worried about their future and the future of the world
People’s two main assets are being challenged: health and wealth
Sales are failing and stress is raising
The novelty of working from home it can be cool for some time
This is our biggest digital training ever
Consumer behaviour is shifting forever

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We have all been dealing with...

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What does this crisis
mean for our CX?

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Four dimensions
Copyright © 2020 by The Smarter Crew

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Digital
Frictionless
Convenient
Ease of use
Empathy Trust Responsibility

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Consumer behaviour
Copyright © 2020 by The Smarter Crew

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Beyond Human
Sentiment: "If I can do it online I will"
Consumer behaviour

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Beyond Human
Sentiment: "If I can do it online I will"
Consumer behaviour

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Beyond Human
Copyright © 2020 by The Smarter Crew
Sentiment: "If I can do it online I will"
Consumer behaviour

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Beyond Human
Sentiment: "If I can do it online I will"
Consumer behaviour

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Beyond Human
◾ Accelerate digital options
◾ Virtualise your experience
◾ Create social trust
◾ Think frictionless, convenience and ease of use
Copyright © 2020 by The Smarter Crew
Sentiment: "If I can do it online I will"
What to do?
Consumer behaviour

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Noise is a problem
Copyright © 2020 by The Smarter Crew
Sentiment: "I'll wait and see"
Consumer behaviour

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Noise is a problem
Copyright © 2020 by The Smarter Crew
Sentiment: "I'll wait and see"
personalised - appealing - authentic
Consumer behaviour

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Noise is a problem
Copyright © 2020 by The Smarter Crew
Sentiment: "I'll wait and see"
AVOID SELLING TO THEM
Consumer behaviour

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Noise is a problem
Copyright © 2020 by The Smarter Crew
Sentiment: "I'll wait and see"
Trust is the cornerstone of
all great relationships
Consumer behaviour

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Noise is a problem
Copyright © 2020 by The Smarter Crew
Sentiment: "I'll wait and see"
71% say if they perceive that a brand
is putting profit over people, they will
lose trust in that brand forever
Source: www.edelman.com
Consumer behaviour

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Noise is a problem
Copyright © 2020 by The Smarter Crew
Sentiment: "I'll wait and see"
71% say if they perceive that a brand
is putting profit over people, they will
lose trust in that brand forever
Source: www.edelman.com
Consumer behaviour

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◾ Say it with empathy
◾ Understand your customers mindset
◾ Reorient your customer-experience efforts
◾ Run an end to end CX audit
Noise is a problem
Copyright © 2020 by The Smarter Crew
Sentiment: "I'll wait and see"
What to do?
Consumer behaviour

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Minding myself
Copyright © 2020 by The Smarter Crew
Sentiment: "My health is a priority"
Consumer behaviour

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Minding myself
Copyright © 2020 by The Smarter Crew
Sentiment: "My health is a priority"
Every brand will become
a healthcare brand
Consumer behaviour

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Minding myself
Copyright © 2020 by The Smarter Crew
Sentiment: "My health is a priority"
Every brand will become
a healthcare brand
Consumer behaviour

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Minding myself
Copyright © 2020 by The Smarter Crew
Sentiment: "My health is a priority"
Every brand will become
a healthcare brand
Consumer behaviour

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19% worry about running out of money with 18-24 leading in money
worries 32.4% and 65+ lowest 10.3%
44% say they are very pessimistic that the government will be able to
solve the coronavirus issue
Minding myself
Copyright © 2020 by The Smarter Crew
Sentiment: "My health is a priority"
TRAUMATISED SOCIETY
22% of people say they are experiencing anxiety from being on lockdown
Source: Prosper Insights
Consumer behaviour

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Minding myself
Copyright © 2020 by The Smarter Crew
Sentiment: "My health is a priority"
Consumer behaviour

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Minding myself
Copyright © 2020 by The Smarter Crew
Sentiment: "My health is a priority"
Consumer behaviour

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Minding myself
Copyright © 2020 by The Smarter Crew
Sentiment: "My health is a priority"
Consumer behaviour

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Minding myself
◾ Run an Experience Health Check
◾ Consider what role your product/service can play
◾ Evaluate how healthy is your product/service
Copyright © 2020 by The Smarter Crew
Sentiment: "My health is a priority"
What to do?
Consumer behaviour

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Home as a hub
Copyright © 2020 by The Smarter Crew
Sentiment: "Home is where I feel safe"
Consumer behaviour

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Home as a hub
Copyright © 2020 by The Smarter Crew
Sentiment: "Home is where I feel safe"
Consumer behaviour

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Home as a hub
Copyright © 2020 by The Smarter Crew
Sentiment: "Home is where I feel safe"
Consumer behaviour

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Tourism
Restaurants
Concerts
Cinemas
Home as a hub
Copyright © 2020 by The Smarter Crew
Sentiment: "Home is where I feel safe"
Consumer behaviour

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Home as a hub
Copyright © 2020 by The Smarter Crew
Sentiment: "Home is where I feel safe"
Consumer behaviour

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Home as a hub
◾ Observe how people are innovating
◾ Shift marketing channels
◾ Accelerate digital transformation
Copyright © 2020 by The Smarter Crew
Sentiment: "Home is where I feel safe"
What to do?
Consumer behaviour

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Glocal
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Sentiment: "The closer the better"
Consumer behaviour

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Glocal
Copyright © 2020 by The Smarter Crew
Sentiment: "The closer the better"
Consumer behaviour

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Glocal
Copyright © 2020 by The Smarter Crew
Sentiment: "The closer the better"
Consumer behaviour

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Glocal
◾ Embed transparency
◾ Identify how your brand can promote your customers
◾ Help your local community
◾ Adapt your products and services
Copyright © 2020 by The Smarter Crew
Sentiment: "The closer the better"
What to do?
Consumer behaviour

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Responsibility everywhere
Copyright © 2020 by The Smarter Crew
Sentiment: "I want to see companies doing the right thing"
Consumer behaviour

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Responsibility everywhere
Copyright © 2020 by The Smarter Crew
Sentiment: "I want to see companies doing the right thing"
Consumer behaviour

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Responsibility everywhere
Copyright © 2020 by The Smarter Crew
Sentiment: "I want to see companies doing the right thing"
Consumer behaviour

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Responsibility everywhere
Copyright © 2020 by The Smarter Crew
Sentiment: "I want to see companies doing the right thing"
"WHAT'S YOUR WHY?"
Consumer behaviour

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Responsibility everywhere
Copyright © 2020 by The Smarter Crew
Sentiment: "I want to see companies doing the right thing"
Consumer behaviour

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Responsibility everywhere
Consumer behaviour
Copyright © 2020 by The Smarter Crew
Sentiment: "I want to see companies doing the right thing"

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Responsibility everywhere
◾ Push behind the brand core
◾ Focus on experiences led purpose
◾ Sharpen your emotional intelligence
Consumer behaviour
Copyright © 2020 by The Smarter Crew
Sentiment: "I want to see companies doing the right thing"
Source: Simon Sinek
What to do?

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Business trends
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Business trends
spending awareness
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Business trends
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E-commerce

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Business trends
Copyright © 2020 by The Smarter Crew
Health sector
E-commerce

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Business trends
Copyright © 2020 by The Smarter Crew
WFH: Working From Home
Health sector
E-commerce

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Business trends
Copyright © 2020 by The Smarter Crew
Eco-friendly
WFH: Working From Home
Health sector
E-commerce

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Before COVID
After COVID

64. ilenia vidiliCopyright © 2020 by The Smarter Crew
think plan create move on

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The Corona crisis is an
opportunity to create a
better you
Ilenia Vidili

66. Your
Questions

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thesmartercrew.com
ilenia.vidili@thesmartercrew.com

68. Thank
you