In about a month, this website may disappear.
I received an email that it is time to renew my domain. The link in the email doesn’t work. And the phone number leads me to believe I’ll need about an hour on the phone.
They haven’t lost me as a customer yet. But they will.
Assuming I figure out how to contact them before my site goes dark.
That’s my latest example of how the pandemic has changed customer expectations. As this short article says, customer loyalty is dead. Priorities have changed. You must–must–consider the customer’s experience to have a shot now.
The article, by the way, hawks the author’s online CX community. You may not be in the market, but you would do well to start some sort of research on how you might adapt to new customer expectations. Examples from this blog:
- Storytelling and the collection of stories that resonate with customers
- Better use of customer survey data
- That includes the use of dialectic (the link discusses it from an internal perspective–but it applies to conversations with customers, too).
This is an exciting time. There are no best practices to chain yourself to. Nobody has the right answers yet. The only truly wrong decision: refusing to take time to adapt.