Interacting with customers has always been a tricky proposition. The COVID-19 pandemic has more than unquestionably changed our world. As companies look to regain lost momentum, sustain existing business activity, and return to growth, what can we learn from how the pandemic changed the way companies and customers communicate?
To answer this question, we've been conducting biweekly rounds of consumer research and in-depth company interviews since April to get a pulse on how interactions have changed between customers and companies, including how they manage their bills and statements. Our research is based on the responses of more than 2,300 consumers and more than 20 businesses across industries.
While you're here, how about this:
Chatbots Reshaping the Way Businesses Connect With Customers | Transport Topics
There's no doubt that recent circumstances surrounding COVID-19 have reshaped the way businesses operate and connect with their customers daily.
Shelter-in-place ordinances and stay-at-home mandates have forced brands to rely on artificial intelligence, machine learning and chatbot technology to manage much of the workload required for servicing their customers' needs. Technology has played an increasingly important role, much of which will continue post-pandemic.
Beyond Meat's Pitch for More Customers: It's Not Just Good for the Planet, It's Also Good for You.
Lots of products are good for me, but don't help the collective we. Stuff that's good for the we doesn't always benefit me. If you think humanity has become more altruistic during the pandemic, think again.
"Consumers will be open to making small sacrifices that will benefit the Earth, but their appetite will be limited," Smruti Kulkarni, director of Nielsen Holdings NLSN 1.24% PLC's innovation arm BASES, wrote in a recent essay on Covid-19's effect on consumer behavior. Good-for-the-planet sundries line shelves and clutter e-commerce, but "if the sustainable product is adding extra work/inconvenience, then it is likely that it will have limited appeal."
PG&E expands possible power shutoffs; nearly 97K customers could be impacted
The Pacific Gas and Electric Company expanded a potential Public Safety Power Shutoff that could start Sunday morning and last through Monday, the utility said Friday .
The possible PSPS could impact nearly 97,000 customers in 16 counties across Northern California, PG&E said in a statement .
On Thursday, PG&E said three counties would be impacted by the possible PSPS over the weekend. However, by Friday afternoon, the utility expanded the areas that could be impacted and pushed back the estimated timing of when the power shutoffs could be initiated.
Check out this next:
Which retailers require customers to wear face masks? | U.S. PIRG
Only four out of 20 major chain stores studied still allow customers to shop without face coverings
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These days, putting on a mask to run to the grocery store seems like second nature. As the pandemic has stretched on, many -- but not all -- chain retailers have standardized their mask requirements nationwide to maintain consistency. Some don't require any mask at all; some chains do but make exceptions for young children and shoppers with medical conditions; and others will not allow anyone to enter without a face covering of some sort.
PG&E warns 21,000 customers of potential outages as heat, wind are expected to boost fire
The Pacific Gas & Electric Co. may cut power to about 21,000 customers in parts of Butte, Plumas and Yuba counties this weekend as dry, unseasonably hot conditions and strong winds are expected to increase fire danger in the region.
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David Sweet, a meteorologist with the National Weather Service in Oxnard, previously said that a large area of high pressure covering almost the entire West Coast is expected to build over the weekend. Temperatures could climb 10 to 20 degrees above normal in some areas.
Georgia Power customers to see lower bill next
Georgia Power announced that the typical residential customer using 1,000-kilowatt hours will receive an estimated $12 credit on their October Georgia Power bill. This reflects implementation of a one-time $61.6 million credit for customers, approved today by the Georgia Public Service Commission (PSC), as a result of Georgia Power's 2019 financial results.
Pairing the October credit with lower fuel rates implemented at the start of summer, the typical residential customer will see a reduction of more than $17 next month.
How to Keep Up With Your Customer Base Virtually - CE Pro
Time and again, we have been told by countless industry professionals (myself included) that the primary key to keeping and retaining customers is communication. You can have the best products, services and teams in the world but if your customer does not know about them, or feels like they are being ignored, it's all for nothing.
As the industry continues to evolve into the "new normal" of social distancing, self-quarantines, remote learning and well-planned budgets, it's more important than ever to stay connected with your most valuable asset — your customers.
Happening on Twitter
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