Customers want Australian businesses to get back to basics during COVID-19
Sudeep Gohil and Louise Pogmore think customers’ expectations have lowered during COVID-19. They’re wanting brands to go back to basics, according to the KPMG research the authors draw upon, while being responsive and there when they need them.
Customer expectations and behaviour have dramatically shifted during the COVID-19 crisis, with customers favouring a ‘back to basics’ approach by businesses.
To get a sense of how companies are faring in customer experience during the coronavirus COVID-19 immediate impacts, we selected Facebook as a core data set, and reviewed data pre-COVID-19 and during COVID-19. This involved looking at a business’ Facebook ‘wall’, a known customer care channel, for data relevant to customer experience.
We then analysed this data through KPMG’s customer experience excellence pillars: empathy, expectations, integrity, personalisation, resolution, and time and effort.
Incredible insight, great research and really valuable!
Thank you for putting this into paragraphs and sentences but this is all rather obvious isn’t it?
The only one that caught me by surprise is the pattern of people relaxing standards on quality. Maybe they are a little more forgiving of things like shipping and delivery deadlines but not much else.
I guess I will add to it by saying that more men would have bought convenience food that they could just microwave and eat while more women would have purchased raw ingredients that they would cook for themselves….many of these behaviours are self evident.
Have customer’s expectations lowered, or do they just want brands to stick to their knitting?
Give me a great experience, to solve the problem I come to you for. Don’t try to be what you’re not.
‘Back to basics’ indeed. Love it.