Among the many surprises that have emerged during COVID-19, one of the biggest for Shannon Ballard was finding out her parents had made a purchase on Wayfair.
It was a good example of how, even among customers in their 70s like her parents, there is an unusual willingness during the to try new things. This includes channels like e-commerce, which some brands were reluctant to embrace before the pandemic was under way.
“Anyone who still believes the (customer) journey map that’s on the wall of their office that they haven’t been to in months — they’re going to have to revisit that,” Ballard said.
While COVID-19 has thrown many businesses for a loop, Ballard suggested there are reasons to be optimistic, provided CX professionals are prepared to adapt. Subscribe or log in to learn:
- The three most common COVID-19 responses among brands so far, including one that’s often overlooked
- Ballard’s big bets on how CX will change as more businesses reopen
- Insight from Roger Pugsley about how to strike the right notes as a business leader
The other ‘F’ word
While some companies had to shut down amid quarantine orders and others were deemed essential services, most organizations have faced the pandemic in a way that’s akin to
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.