Old school leaders may have succeeded with analytics and great products, but a post-pandemic world is all about customer experience
In the Business Beyond Covid series, CEOs and other business leaders and experts in their sectors look to the future after Covid-19. What effect has the pandemic and resulting lockdown had on their industries and the SA economy as a whole? Which parts will bounce back first and which will never be the same again? Most importantly, they try to answer the question: where to from here?
It’s not only the basic needs of people that have changed; a whole new set of expectations, values and ideals are emerging. What customers think of you, or more accurately, how they feel about you, is the number one predictor of future growth. It’s customers that make or break a business, and now so more than ever, as businesses are scrambling to recover from this pandemic. Recovery is just not possible without demand.
Up to now, SA companies, who are about five years behind when it comes to customer experience, have merely paid lip-service to the notion, with very little follow-through. This is something we should hopefully see changing as we forge ahead to rebuild what we have lost.
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