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There are
exceptions
of course
And sometimes
humans can be
so predictable
The impact
of sudden
lockdown is
remarkable
New habits:
everyone is having
virtual drinks with
friends
Virtual
meetings
are the new
normal
We have
discovered
the benefits
of working
from home
And the
downsides
One thing is clear:
even the most
efficient digital tool
doesn’t even come
close to the real world
E-commerce is booming
Some people are being pushed into e-commerce and are loving it. Barriers to use have
been bulldozed,...
China leads the way
E-commerce and food delivery is booming in China after the lockdown.
New habits continue to be forged.
People’s two
most precious
assets are being
challenged:
their wealth and
their health
Experts predict
an increase in
mental health
problems over the
coming months
Learning from China: this will create a boost in
divorces. We just need the real world to stay happy.
Once this
Coronavirus
Crisis is over,
the world will
need to go
on a diet!
Research from the 2008 financial crisis shows
that brands that go for price erosion suffer!
Big tech platforms are set to benefit
from this increase in digital activity
What if
companies
like Amazon
become a
lifeline for
many
customers?
If they
manage
this well,
it will
increase
trust.
Help people in their everyday lives: the cookware brand
Equal Parts allows you to message chefs while they cook
Next level! ShopStreaming:
combining live streaming and e-commerce
Chinese farmers are
live-streaming stories
from their l...
Understand customer needs and add value.
Belgian retailer JBC made a site to explain TikTok to parents,
as the global quar...
Norwegian Prime
Minister holds a
Q&A session to
answer all questions
from children to
re-assure them that
things will get ...
Ant Financial added free coronavirus-related coverage to its products. The action responded
to customer need, while promot...
LVMH was the first global brand to use
their capabilities to make hand sanitizer
Others followed!
Anheuser-Busch
are using their
capabilities to
boost production
of hand sanitizers
In the Philippines,
Coca Cola halted
advertising, devoting
that entire budget to
COVID-19 relief and
response efforts for
...
Belgian 3D printing expert
Materialise created a free
design for a hands-free
door opener
The flexibility of
the world is just
amazing.
All over the
world, companies
are using their
strengths to help
society.
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
Customer Experience during & after the Corona Virus crisis
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Customer Experience during & after the Corona Virus crisis

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The world is facing difficult times. I hope to inspire you all about the impact the crisis may have on customer experience. In this presentation, I share some ideas about the future of customer experience. How will customer experience evolve during and after this corona crisis.
In the deck I work with three strategic pillars to focus your customer experience efforts on: digital convenience, empathy and responsibility.

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Customer Experience during & after the Corona Virus crisis

  1. 1. There are exceptions of course
  2. 2. And sometimes humans can be so predictable
  3. 3. The impact of sudden lockdown is remarkable
  4. 4. New habits: everyone is having virtual drinks with friends
  5. 5. Virtual meetings are the new normal
  6. 6. We have discovered the benefits of working from home
  7. 7. And the downsides
  8. 8. One thing is clear: even the most efficient digital tool doesn’t even come close to the real world
  9. 9. E-commerce is booming Some people are being pushed into e-commerce and are loving it. Barriers to use have been bulldozed, leaving the way ahead clear. This crisis will boost the usage of online tools!
  10. 10. China leads the way E-commerce and food delivery is booming in China after the lockdown. New habits continue to be forged.
  11. 11. People’s two most precious assets are being challenged: their wealth and their health
  12. 12. Experts predict an increase in mental health problems over the coming months
  13. 13. Learning from China: this will create a boost in divorces. We just need the real world to stay happy.
  14. 14. Once this Coronavirus Crisis is over, the world will need to go on a diet!
  15. 15. Research from the 2008 financial crisis shows that brands that go for price erosion suffer!
  16. 16. Big tech platforms are set to benefit from this increase in digital activity
  17. 17. What if companies like Amazon become a lifeline for many customers? If they manage this well, it will increase trust.
  18. 18. Help people in their everyday lives: the cookware brand Equal Parts allows you to message chefs while they cook
  19. 19. Next level! ShopStreaming: combining live streaming and e-commerce Chinese farmers are live-streaming stories from their lives, showing the community how to cook food and sell their products. This model resulted in increased revenue for Chinese farmers.
  20. 20. Understand customer needs and add value. Belgian retailer JBC made a site to explain TikTok to parents, as the global quarantine has caused a TikTok boom.
  21. 21. Norwegian Prime Minister holds a Q&A session to answer all questions from children to re-assure them that things will get better.
  22. 22. Ant Financial added free coronavirus-related coverage to its products. The action responded to customer need, while promoting awareness of the company’s online offerings and improving customer loyalty. In the midst of the coronavirus crisis, their sales increased by 30%
  23. 23. LVMH was the first global brand to use their capabilities to make hand sanitizer
  24. 24. Others followed! Anheuser-Busch are using their capabilities to boost production of hand sanitizers
  25. 25. In the Philippines, Coca Cola halted advertising, devoting that entire budget to COVID-19 relief and response efforts for the worst-affected communities
  26. 26. Belgian 3D printing expert Materialise created a free design for a hands-free door opener
  27. 27. The flexibility of the world is just amazing. All over the world, companies are using their strengths to help society.
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The world is facing difficult times. I hope to inspire you all about the impact the crisis may have on customer experience. In this presentation, I share some ideas about the future of customer experience. How will customer experience evolve during and after this corona crisis. In the deck I work with three strategic pillars to focus your customer experience efforts on: digital convenience, empathy and responsibility.

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