How consumer behaviour has changed among the British public in the face of COVID-19
Posted on in Business News , Cycles News
Recent research undertaken by the Institute of Customer Service provides evidence that the British public now place higher value on customer service that they did before COVID-19.
The poll showed that two thirds (65%) appreciate employees in customer service facing roles more than they did before the pandemic. Interestingly, the poll also revealed that customers are also displaying strong demand for organisations to do the right thing by their teams during this time. Protecting employees (65.2%) and prioritising vulnerable customers (63.3%) are seen as the two most important areas businesses should be focusing on, with helping customers in financial difficulty also in the top five (47%).
According to Retail Times, the extent of the restrictions surrounding COVID-19 mean that it is not just front-line retail workers that need to focus on the customer experience. Businesses across all sectors are being forced to look for new ways to engage and support their clients and customers in the absence of normal activity.