The Forces of CX: Certainty
Here are three examples of brands delivering on the values of our CX Forces during the COVID-19 outbreak, providing practical examples showing how it is possible to build emotional connection with your customers.
This Force is Certainty, making the customer feel that things are clear, transparent and working as expected. Here are some of the best examples we’ve seen in the last few months.
Apple sent all the materials needed to package-up beloved tech and send it to their engineers to be fixed. They provided a clear process, timelines and how the service is delivered while ensuring social distancing, providing customers with confidence their devices will be safe.
With all parks closed, Haven simply provided customers with the option of a refund or to roll their holiday on to a later date. This practice is observed as common place at this time, however Haven stood out as an exemplar based on the timeliness of their communication and clear explanation of the process to handle queries and call to action via links embedded in the email.
Many of us have faced events being cancelled as a result of COVID-19. TodayTix, a digital ticketing platform for theatre and culture, was quick off the mark and clear in its communication of the process for how they were dealing with cancelled shows. They offered a voucher worth more than the refund value, and made it clear there was no action required on the part of customers.
These examples so that customers want confidence on next steps and clarity on outcomes. Actions and options need to stand out. At this time customers want to be informed more than normal, and brands can build their connection with customers by maintaining presence and being a trusted source of information during these times.
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