Customer Retention During Times of Disruptive Change
With the current COVID-19 outbreak, CMOs and marketing leaders across the globe are having to rethink their strategies and plans. This is particularly the case for B2C companies which are already feeling the effects of volatile consumer incomes, limited mobility and growing uncertainty caused by international quarantines.
Organisations must be proactive to meet customer expectations and maintain healthy customer relationships, as market behaviour is highly unexpected in these times of crisis. This means adapting CX plans accordingly by showing empathy for customers and helping employees deliver exceptional services.
- What are some of the hurdles and challenges marketing leaders are facing as a direct result of the global pandemic?
- How can organisations recalibrate their CX efforts in response to this crisis?
- How can organisations cut on costs while remaining efficient on the CX front?
- What effects will the crisis have on the future of marketing? Have Marketing Leaders’ outlooks changed?