A Customer Experience Leader's Checklist for Responding to COVID-19
Customer Experience Checklist – Bain & Company provides customer experience leaders with actions to support customers and employees through value adding experiences
Summary:
Bain & Company provided customer experience leaders with a checklist for responding to COVID-19. Some recommendations include:- Accelerate Digital Self-Service – Identify opportunities to improve customer experience digitally at lower cost, ensuring technology can handle increased load
- Reconfigure Frontline Support – Support safety and productivity of employees, enabling them to better serve customers, through automation, finding alternatives, consolidating and removing non-value adding activities
- Redesign Key Episodes – Prepare for increase in episodes like late payments, cancellations and downgrades, making sure to test improvements and redesign experiences by mobilizing cross-functional and virtual agile teams
- Maximize Test and Learn – Gather feedback from customers and employees, rapidly testing and learning to maximize customer lifetime value
Company:
Bain & Company
Source:
- A Customer Experience Leader’s Checklist for Responding to Covid-19, Mar 2020 (Bain & Company)
Original publication date: March 16, 2020
Date last updated: April 14, 2020