As consumer behaviors and expectations continue to shift, brands must continuously adjust their experience management (XM) strategy in order to keep up. This can be a daunting task—particularly right now with a major overhaul of “standard” operational procedures...
Despite the pandemic drastically altering most summer vacations this year, 58% of consumers still plan to travel over the Independence Day weekend. To get a better idea of what those travel plans look like and what customers expect of brands, we collected feedback from more than 7,600 consumers. Here are the top themes we uncovered.
Since the onset of the pandemic, off-premise dining has been a lifeline for restaurants and consumers craving food from their favorite establishments. As dining rooms shut down, more customers hit up drive-thrus or turned to digital channels to place pick-up and delivery orders. In fact, our latest research shows half of consumers say they’ve ordered food online more frequently since COVID-19.
Over the past few months—as people across the country sheltered in place—third-party food delivery became a vital channel for the restaurant industry. And while restaurant dining rooms are now starting to reopen, it’s clear the pandemic has impacted consumer behavior for the long haul.
As brands prepare to reopen stores and restaurants in the U.K., there are numerous insights we can glean from the essential retailers who have remained open throughout the pandemic. Essential businesses have shown what it takes to provide an outstanding customer experience in a very challenging environment.
As states take varying levels of action to reopen their economies, the safest way for brands to resume operations is to leverage the hard-earned lessons from essential retailers. We set out to determine what this next normal will look like...
Social distancing guidelines and COVID-19 regulations haven’t just led to the closure of restaurant dining rooms and strict in-store shopping procedures—they’ve created a surge in curbside pick-up for all types of businesses.
Organizations that give associates ways to provide feedback—particularly during these unprecedented times—will set themselves up for a more successful transition as operational guidelines continue to shift.
As COVID-19 continues to impact our clients and their industries, we shifted our roadmap priorities to deliver enhancements that would allow for more informed decision-making during this unprecedented time. This blog details how strategic enhancements to your experience management (XM) platform can help with the transition into a new normal for business operations.
With operational guidelines and consumer behaviors changing daily, it’s never been more important for brands to monitor their online reputation. Though there has been a considerable decrease in the volume of online ratings + reviews—due in large part to Google and Yelp putting major COVID-19 restrictions on their review features—customers are still talking about their experiences online. And ignoring these comments can be very detrimental, especially in such volatile times.