Trends Report

Seven Actions You Can Take Now To Respond To The COVID-19 Crisis And Improve CX

April 17th, 2020

Summary

Be clear with customers about how you are ready to help them today and which changes will remain in effect for the longer haul. Create special service paths for high-risk or higher-need customers, such as dedicated shopping hours and customer service queues. Offer and communicate options that demonstrate a desire to support customers with atypical situations through this difficult short-term period, even in cases where flexibility is usually limited.

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