COVID-Era Customer Experience: Making Every Interaction Count

摘要

A recent McKinsey report on consumer sentiment during the coronavirus crisis found that the majority of Australian consumers expect long-lasting financial impact from the pandemic. More mindful about how they spend their money, consumers are choosing different brands, retail and shopping platforms versus before the pandemic -and most shoppers say they expect these new behaviours to continue well into the future. These lasting spending shifts are having a distinct impact on brand loyalty. However, there are ways in which brands can not only overcome these challenges-but enhance their current relationship with consumers. With online shopping trends on an upward trajectory, loyalty commerce platforms are now seeing a massive growth in relevance; especially for travel and financial service providers. For organisations who invested in online earn or redeem platforms- designed to reward customer loyalty -the COVID-led surge in online retail has provided a much needed ancillary revenue stream; while unlocking new data capture opportunities, as well as communication touchpoints that keep brands top of mind. With Asia being the world's fastest-growing ecommerce market, the importance of platforms such as these across each market within the region will only grow.