The Touchless Economy and Customer Experience

Since March of this year, when life as we knew it changed because of the COVID-19 pandemic, the way we shop, run our lives and run our businesses has seen us transition to the ‘touchless economy’. New customer habits have been formed as a result. In greater numbers we now look online to source the goods we need. We order groceries from online retailers and have them delivered to our doors. We pay our bills online instead of going into a bank or store. And, we send money to family members online instead of queuing in person at a cashpoint. Our customer experience (CX) in this new ‘touchless economy’ matters - a lot. As business owners, we need to create meaningful customer experiences in this increasingly competitive digital economy. How do we do this? It starts with getting the basics right - good products, good prices, good quality, means good experience. It means delivering on our brand promise to our customers. It means creating memorable experiences for our customers, experiences that not only keep them returning, but also encourage them to recommend our businesses to others. In this growing ‘touchless economy,’ our businesses need to focus on a great customer experience if we are to compete and find our niche.