Along with being responsive to changing customer behaviour, brands must also ensure a positive employee experience.
Customer behaviours, habits and priorities have always been known to be fluid. But the pandemic and host of other social, political and environmental factors have moved this fluidity into an overdrive. Businesses need to be tuned into their customer's changing behaviour to be successful.
Leveraging first-party and zero-party data is critical to offering personalised experiences. With voice and email remaining popular customer service channels, brands must focus on enhancing their response using these channels.
Brands need to focus on the well-being of their employees as well. Focusing on delivering a positive employee experience can directly affect the company's ability to deliver efficiently to its customers and, at the same time, attract new talent. Similarly, companies should create quality office experiences and support high-value activities like in-person meetings and brainstorming sessions.
[17 minute read]