Will Covid "kill" the Customer Experience?
The PORTER CUSTOMER INSTITUTE released for publication today on social platform LinkedIn CEO William Porter's latest article, Will Covid "kill" the Customer Experience? A brief excerpt of the article is included below. Arm movement. Legs crossing and uncrossing. Voice inflection.
All the above critical to reading others in a meeting. At a meal. In a serious discussion. If you are going to get the full experience when you encounter and interact with another person.
And yet none or few of the above events are picked up or ever part of a daily ZOOM meeting these days.
Paul Ekman’s work back in the “60’s told us much about facial expressions and body movement and their part in emotions and the human encounter. And UC Berkeley’s Alan Cowan has taken this much farther.
The point I make here is to understand the advertised “next normal” with a “contactless experience” while relying on a deeper digital dive may cause us to miss a lot in the Customer Experience going forward!
Most researchers like Joe Pine and Jim Gilmore ( The Experience Economy” ) pretty much agree that what comes after the “Customer Experience” as we now know it will be both more personal and more permanent than what we now see.
Influences like Sentiment and Ability will be front and center for business then. The brand promise for companies like Disney or Sir Richard Branson’s new Virgin Voyages will incorporate a very strong dose of Sentiment or Nostalgia really, when marketing their new products and service to customers in the future. Grandparents, pets and cozy surroundings with smiling faces will put a highly personal spin on their offerings.
At the end of the article, Porter offers readers several key business tips for success in Customer Experience after COVID-19 in the new normal.