Governments across the world have mandated a host of health and safety measures, including the wearing of face masks, to reduce the spread of COVID-19. Many of these regulations mean that customer experiences have fundamentally changed, putting customers and businesses into an unprecedented state of uncertainty.
In this new paper, Ipsos’ Customer Experience team provides guidance for organisations charged with designing and delivering positive customer experiences within these constraints.
Research shows that face masks affect human rapport and relationship-building as they inhibit facial perception and communication. This is reflected in our study; over four in ten (43%) customers reported that face masks negatively impacted their customer experience.
There is no single magic solution, but important aspects to consider when facilitating interactions between employees and customers include body language, eye contact, sound levels and visual aids.
The paper also presents Ipsos’ CX Service Design framework, which helps brands to understand, ideate, test and deliver customer experience that will deliver on brand promises and desired business outcomes.
With mask wearing likely here to stay, and for some considerable time yet, how do organisations create meaningful ‘masked moments’ that encourage customers to return, spend and recommend, while also ensuring that customers and staff stay safe?
[WEBINAR] The Forces of Customer Experience
Do you truly understand the Forces that are at play in your customers’ minds? This new webinar accompanies our brand new CX whitepaper, 'The Forces of Customer Experience: The science of strong relationships in challenging times'. Hear from the author of the paper and Ipsos' CX Chief Research Officer, Jean-Francois Damais,
[WEBINAR] The Five Forces of Customer Experience
Customers make decisions about brands that directly impact the bottom line: share of spend, retention and advocacy and are all crucial outcomes that you need to enhance to create sustained revenue growth or brand loyalty. Beyond the commonly-cited functional elements of Customer Experience, emotional attachment is key to driving customers’ brand choice and therefore an organisation’s financial performance.