When consumers want to relearn how to interact with you, at home on virtual channels, at redesigned retail outlets around new fitness and protection rules, over the phone with agents operating remotely, making decisions at the moment is a game changer. by 2021 it will be an exercise in concentration and agility.
In 2020, for the first time in more than five years, we saw two corporations of monetary facilities that scored “Excellent” on our visitor delight index (which measures a company’s good fortune by providing delights from visitors they create and loyalty). But even when those virtual leaders start retiring, classic banks snrever. This trend will soar in 2021, and not just in the banking sector. The Covid-19 crisis has forced consumers to resort to virtual channels, exploiting Europe’s strengths. virtual powers such as ASOS, Monzo and Zalando.
In 2021, visitors’ delight with virtual brand leaders will further widen the gap by focusing on the delight of key visitors in skills:
When uncertainty is endemic and consumers want to relearn how to interact with you, at home on virtual channels, at redesigned points of sale around new rules of protection and fitness, over the phone with agents operating remotely, to make decisions at the right time. Preparing for 2021 will be an exercise in concentration and agility because:
It will probably be a bumpy journey, there will be a greater polarization of the leaders and stragglers of the visitor experience. The crisis will create opportunities for corporations that intelligently use quantitative and qualitative knowledge to focus on what issues are highest for consumers and speak honestly. and openness to build accept as true in the face of uncertainty.
You can download Forrester’s 2021 European Predictions here.
This article was written through vice president and senior analyst Joana de Quintanilha, and originally gave the impression here.
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