Customer experience challenges and wins for businesses whose services were previously face-to-face only
Many companies and industries are finding ways to adapt to not being in an office or conducting their services face-to-face, where it was previously unimaginable, or at least not thought effective.
We’ve been thrust into a world where innovative business practices are the norm and companies need to find a way to adapt, and quickly, so they can still conduct business.
One such example that I experienced was for a surveyor appointment. Surveyors appointments to assess damage internal to a property is something that was always face-to-face. Always. This time, to avoid delays, the company assigned to my case used a video chat app so I could give them a virtual walkthrough showing the damage. They were then able to direct me to what they wanted to see, take pictures/screenshots through the video for their records and make their assessment.
Showing someone around on a video isn’t a new concept in our private lives, but in many businesses, I imagine this ‘new way of doing things’ took some cajoling to get approved. The following questions and assessments were most likely made:
- is it an effective replacement?
- will we get the same quality?
- are we putting ourselves at a disadvantage? / can we be cheated?
On the other hand, not doing something to adapt and innovate whilst we’re mostly all locked in our homes is a sure-fire way to lose business. So the impetus is for businesses that can find ways to adapt, to adapt.
Companies that are willing to challenge the old rule book and think creatively are the most likely to thrive.
Examples of innovation/challenging the rule book of how business is done
- Mary Portas wrote about restaurants creating a subscription club, where members pay £50 per year and in return receive a range of benefits including 25% discount for their birthday and paying cost price for wine.
- A drive in cinema where visitors order food via an app.
- Restaurants showing how to cook their meals at home.
- Zoom/Instagram Live exercise classes and personal training sessions
- Theatre’s showing world class (and rather expensive to attend pre Covid-19) plays online for free and asking for donations instead.
- Nightclubs holding virtual raves.
- Virtual escape room’s replacing their interactive in-person experience.
- Pub and bar delivery services
Its exciting to see companies embracing the opportunity to build on what they have and then adapt to create something new. I for one look forward to see what other things are adapted for this new world.