As coronavirus (COVID-19) continues to have unprecedented global impact, your organization’s experience management (XM) strategy must be optimized to capture fast-changing feedback and provide rapid and actionable insight. Right now—when fear and uncertainty is amplified—empathy and transparency are key to earning the ongoing trust of your employees and your customers.
Here are 4 ways SMG is actively partnering with our clients:
1. Turn customer feedback into actionable insight
Brands across all industries are experiencing fast-moving disruption. Retailers are tackling an imbalance of supply-and-demand. Restaurants are closing their doors to onsite dining and shifting to off-premise models while navigating heightened food safety concerns. The travel + entertainment industries are scrambling to accommodate an influx in cancelations and evolving protocols. And the healthcare industry will likely navigate the largest changes of all.
How can you adjust?
2. Provide open, two-way communication with customers and employees
Don’t wait to communicate with customers or employees. Let them know exactly how you plan to operate and what preventative measures you’re taking. When things change, make it your first priority to share what’s changing and why. Open dialogue goes a long way toward establishing trust, reducing employee anxiety and driving overall engagement. Here are a few must-haves to include in your employee communication:
In addition, brands with an employee experience (EX) measurement program in place can send out short, targeted surveys to the field and connect with front-line employees to quickly measure and understand performance during this critical period.
3. Leverage tools to protect your brand’s online reputation
Make sure you have an online reputation management system in place—one that integrates with your other CX data and allows for easy access to reviews, seamless engagement with customers, and swift problem resolution.
4. Follow best practices beyond your XM program
Protecting your brand and your employees in the wake of COVID-19 involves action outside your XM program. To really solidify your strategy, be sure to:
You don’t have to navigate the COVID-19 impact alone
We all care about providing our customers and our employees with positive experiences. In fact, many of us have chosen to make improving experiences central to our life’s work. Know that your SMG team is here to provide your organization with effective tools to help you listen, interpret, and act on feedback while together we navigate these uncertain times.
If we can be of any help, please reach out.
Michele Vance | President