Forrester has recently unveiled the touchless version of FeedbackNow, a real-time CX data collection solution at the point of experience to ensure the safety of customers and employees. With COVID-19 throwing the worlds economy into disarray, consumer expectations are changing. Customers now expect businesses to lookout for their health and safety as well as providing an excellent product.
With cleanliness and hygiene being top of mind for consumers, the contactless solution being offered by Forrester will help firms collect high volumes of authentic and unbiased feedback sentiment to remediate issues before they escalate.
Based on data from Forrester’s Customer Experience Index (CX Index), one of the strongest drivers of customer retention is how a brand makes the customer feel emotionally and the effectiveness and ease of use of the product. It has been observed that goods and services that disappoint, annoys, or frustrates customers, tend to push them away; even once loyal customers.
Unfortunately, the pandemic has made it easier for brands to elicit these negative feelings from their customers. Brands must make an effort to ensure that not only is their product flawless, their buying process and customer service has to be just as perfect.
As brands adapt to changing consumer behaviours due to COVID-19, building experiences that evoke positive emotions such as confidence and trust will help them empathetically engage with their customers and bolster customer loyalty.
The pandemic has forced businesses to frequently communicate and update both their employees and customers on new safety protocols and operational adjustments. During the pandemic recovery period, consumers need to know that interacting with a brand, especially in physical stores and branches, will be safe.
Currently, more than 500 global organisations across various industries utilise FeedbackNow’ real-time analytics to respond to new challenges and issues quickly and ensure the safety of staff and customers alike during this pandemic environment.
“To survive and succeed in the current environment, industries like retail, travel, and healthcare need to completely rehaul and redesign customer experiences. Collecting feedback data and responding to customers’ needs in real time is crucial to making them feel safe and putting them at ease. The touchless version of FeedbackNow will enable businesses to be more responsive and make customer safety a priority in this new normal,” said Steven Peltzman, Forrester’s chief business technology officer.