Name: Brian Shene V.

Layug

Class: TM 206, Saturday, 1PM to 4PM

Article: Adapting customer experience in the time of coronavirus

The COVID-19 pandemic has brought a lot of changes how companies do their business in an
unprecedented manner. Governments around the world imposed protocols that limited social and
economic activities to safeguard health and control the spread of the virus. Companies were forced to
act quickly to implement drastic changes with their attempt to stay afloat – especially how they deal with
their customer service.

According to Baiju Shah, Chief Strategy Officer for Accenture Interactive, “The pandemic changed the
structure of everything we experience from how we shop and socialize to how we work,". Based on the
survey that the company conducted to CEOs, 80% of them said that they will fundamentally change how
they engage with and create value for customers. In the article, there were four customer practices
highlighted: focus on fundamentals, meet your customers where they are today, reimagine customer
experience, and build capabilities for a fast-changing environment. These practices can poise a great deal
of advantages in the firms if applied accordingly.

Genuinely showing your care for your customers, employees, and community is a fundamental aspect
that has gained attention over the recent months. In our team alone, during meetings, may it be with a
customer or internal meeting, we usually start it with a simple conversation of asking how each of us is
doing. It creates a positive atmosphere and forms human connection. As a lead, it also taught me how to
be empathetic and I’ve learned how to check on my team mates regularly to understand their issues may
it be work or personal related. These action steps brought positive impact with how we deal with
customer service and boosted the morale of everyone in the team. We’ve maintained an average of 4.9
customer satisfaction score since the start of pandemic with commendations how the Operations team
communicate with our customers. Bringing back to the community has always been one of my
company’s commitment in line with being a corporate responsible one. There were many initiatives DXC
undertook since last year to aid front liners and relief operations to less fortunate communities. The way
organizations exert effort in these three dimensions will definitely leave lasting impression on customers’
minds.

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 In a survey done by Cooperative Development Authority (CDA) last July 2020, 91.7% of the co-ops
responded had their operation hit by the pandemic. The survey also revealed different measures that
the co-ops undertook to cope up, such as adopting flexible working schedules (39%), partially opening
(37%), and providing online (27.6%) and home delivery services (12.5%). So, what does this mean? These
numbers show that the firms shifted to understand where their customers are today to meet their
needs. These businesses acted quickly and innovate their delivery model to help consumers navigate the
pandemic safely and effectively. In another survey conducted to Fortune 500 CEOs, 63% said the COVID-
19 crisis would accelerate their technological investment despite financial pressures. These digital
transformation initiatives focu on specific business-model innovations to address opportunities to create
more value to customers.

When many businesses are gearing-up to return to normalcy after a global pandemic, the opportunity to
adapt, change, and reimagine how to meet consumer needs in a post-COVID-19 environment is more
important than ever. Learning from the past, addressing the current, and planning for the future are all
critical for firms. In the Consumer Products and Goods (CPG) sector, they can gain a competitive
advantage by accepting this new reality and following disruptive trends, which will help consumer
businesses succeed in the new standard. Digital adoption is expected to increase in the future, and it will
be a key driver of growth for many consumer businesses.

Lastly, in order to adapt to rapid change frequently, it requires the effective use of all acquired skills.
There is a tendency for the skills to be obsolete if not developed constantly. It is tantamount to build as
many skills possible for organizational survival. These skills in return, will help the company to look for
opportunities on how to improve customer service.

We have entered an era where people completely changed their consumption patterns. This
unprecedented time has brought opportunities to companies to be creative and responsive to explore
new directions to elevate their customer experience. The overall effect of these steps could therefore be
discoveries that increase efficiency and customer satisfaction in the long term.

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 References:

Elliott, C. (2021, February 2). This Is How The Pandemic Improved Customer Service. Forbes.
https://www.forbes.com/sites/christopherelliott/2021/01/28/this-is-how-the-pandemic-improved-
customer-service/?sh=41d3aa2148dd

Voinea, A., Voinea, A., & Voinea, A. (2020, September 15). Adapting to Covid-19: Lessons from the
Philippines. Co-Operative News. https://www.thenews.coop/150229/topic/business/adapting-to-covid-
19-lessons-from-the-philippines/

Choubey, S. (2021, February 15). How to elevate customer experience in a post COVID-19 world. SGV.
https://www.ey.com/en_ph/consulting/how-to-elevate-customer-experience-in-a-post-covid-19-world

This study source was downloaded by 100000833945786 from CourseHero.com on 06-02-2022 09:11:38 GMT -05:00

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