#LEAPFROG CONNECT PROBLEM HOW TO#
For the 59% of participants in an EY webcast who indicated they were most worried about how to deliver the experience that customers expect in the “next” (three to six months) and “beyond” (six to 18 months), they have a window of opportunity to set new ground rules.Ĭompanies need to demonstrate empathy and create meaningful connection by putting humans at the center. For companies that find themselves in the position of playing catch-up, the COVID-19 crisis has leveled the playing field. The pandemic-driven disruption to the business landscape may create some good news. How companies can create customer intimacy in a post-pandemic world If personalization, prediction and adaptability are key expectations in a trend line that has been growing for the better part of two decades, it begs a question: Why aren’t companies already delivering the experience customers expected to receive? They expect companies to have the same sensitivity to their environment and adapt based on the specifics of that environment. They want companies to know where they are and how they want to engage. 3. Adaptability.Ĭustomers today live in a smart environment - smart thermostats, smart televisions, smart refrigerators. 2. Prediction.Ĭustomers expect that because they have a relationship with a company - that they’ve demonstrated their preferences and purchasing behavior - that the company should be able to anticipate product or service opportunities that may be of benefit and offer them before they even know that they want them. Customers want companies to know who they are, what they want and how they want it. Three dominant consumer expectations drive the trend toward virtual customer intimacyĪt the heart of this trend lies three dominant customer expectations: 1. Personalization.Ĭustomers have come to expect that every interaction a company has with them will be personalized. With intimacy expectations only set to increase, companies will have to redouble their efforts to deliver customer intimacy without proximity. Although some behavioral changes may be temporary, the trend from face-to-face interactions to online experiences or hybrid models, such as online purchase and curbside pickup, continues. This accelerated shift in behavior will drive significant changes in customer expectations. Even businesses that were highly dependent on physical interaction are exploring new models. Interaction among customers, companies, products and services will likely change forever. According to the EY Future Consumer Index, in the months ahead, 52% of consumers expect to change the way they shop and 41% say they will change the products they buy. The result was a significant disruption in the customer journey across almost every industry.
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At the height of the global pandemic, with bricks and mortar stores closed and people sheltering at home, customers were left with few buying options.