Customer Experience

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Apr 10, 2021

Making the Most of Micro-Moments When Everyone’s a Bit Rusty

by Melissa Krut

It would be easy to say that we’re at an especially strange point in dealing with the COVID-19 pandemic — but really, everything’s been pretty strange for a long while now. Now, looking around the world, we see both success stories and fears of new waves and variants, vaccination rates that stall and some that rise, some governments tightening restrictions while others loosen them, and businesses re-opening or extending remote operation plans. As individuals, we face continued worries about health and finances, the uncertainty of what’s ahead, and the fatigue of keeping it all together. With so many variables, it’s nearly impossible to map all the threads and how they intersect. We talk a lot about the employee and customer journey and the touchpoints that comprise someone’s experience with your organization, but attentiveness to even more granular micro-moments is critical today. The ideas of “identifying pain points” and “reducing friction” are especially challenging in a world where we’re all facing such personal and sensitive challenges, making it easier to miss out on or mess up moments that matter. Rusty much? The expression “I don’t get out much” used to have a totally different sense. Over the past year, most of us have had drastically fewer in-person interactions — which is good, of course. However, as many resume more in-person activities, we may be a bit rusty. Consider the experience of those drivers who used to commute to work daily but now work from home. How are their experiences different when they’re on […]

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