Don’t Panic! Delivering Customer Experience During A Crisis

EXPEERIENCE

Today, we’re looking at how attention to great customer experience can preserve or even strengthen that relationship when things go wrong. What happens when an order goes missing, a new purchase breaks, or an event is ruined. No company is immune to a crisis and it’s at times like these when your relationship with your customer comes under threat. Here’s who I’ve invited to share their thoughts on this crucial moment:

• Anne Morriss, Executive Founder of The Leadership Consortium, talks about what she calls the “trust wobble” and how powerful it is when brands learn to diagnose and address it.
• Frances Frei, professor at Harvard Business School, details the “levers of trust” and how most trust problems are a combination of authenticity, logic, or empathy.
• Shep Hyken, the Chief Amazement Officer at Shepard Presentations, explains his concept of “the extra question” and how it can stop customer conflict before it happens.
• Brett Frazer, Vice President of Customer Service at Sunbasket, shares the role his data science team plays in identifying “trigger points” to resolve so customers are led to loyalty.
• Jon Picoult, of Watermark Consulting, says great companies recognize that over-correcting on the recovery actually creates more loyalty with customers post-recovery than they had before the crisis.
• Dan Gingiss, CX coach and keynote speaker, tells the story of why one online retailer is so focused on their long game and why they are willing to lose money on a single transaction to make a customer for life.
• Steve Bayliss, brand expert and Chief Creative Officer for Sky in New Zealand, wants you to find the “bing-bong” in your business and see what happens when you turn it off for a day!
• Bruce Temkin, head of the Qualtrics XM Institute, shares how one brand made several pivots during the COVID-19 pandemic to adapt on-the-fly to their customers’ changing needs.

And that’s just a start!

On the next episode of ExPEERience, we’ll discuss the realities of delivering exceptional customer experience in the digital space. How do you create a strong relationship with your customer through non-human interactions? How do you ensure consistency in your CX between in-person and digital transactions? And can personalization go too far?

I would like to thank the team responsible for the creation and production of ExPEERience: SAP Executive Producer, Melissa Lange; our production partners at Simpler Media, Evo Terra and Sam Walker; and the SAP team Ana Amman, Tram Anh Nguyen, Tara Sorman, Molly Breene, and Amber Hatfield.

I’m Paula Hansen, Chief Revenue Officer for SAP Customer Experience and the host of ExPEERience. Thank you for listening.