Within the period
the country had em-
braced the new nor-
mal, this bank had
not quickly adapted
to security process
change. Security is a
bank’s first port of
call for customer re-
assurance. The ques-
tion therefore to or-
ganizations big and
small alike would
be - given what was,
what is and what
most likely will be,
has thought been
given to adjusting
the safety procedures
at the entry point for
customers?
interaction but limits risk; or that the
customer relationship officers shifted
to the teller booths to be within the
protection of the glass barriers like their
colleagues was baffling.
The officers’ lack of self-concern also
pointed to a lack of psycho-education by
the employer on their safety and that of
the customer being of first concern. The
resulting critical question to organizations
big and small alike would be - given what
was, what is and what most likely will be,
has the safety of internal and external
customers been considered with a view
to maintaining decent but safe customer
interactions?
Corona has come to upset the proverbial
apple cart and with that send scattering in
all directions what customer convenience
was, is and should be. What previously
was deemed as customer comfort towards
enhancing customer experience, has faced
disruption like no other ever witnessed in
eras past.
The customer journey needs to be urgently
remapped. Customer touch-points need
to be urgently restructured. Customer
experiences need to be urgently redesigned
with the new ‘social distancing’ norm in
place.
How quickly will brands adapt to this
Coronified change? How deftly will they
embrace the new Coronified norm and
run with it?
How nimbly will they create journey
maps from start to finish and re-engineer
customer experiences to embrace the new
Coronified customer state of mind?
Only time will tell… and in the words of J.
F. Kennedy “Change is the law of life. And
those who look only to the past or present
are certain to miss the future.”
Carolyne Gathuru is the founder and
director of strategy at LifeSkills
Consulting. She has several years of
experience in customer experience
strategy development and training.
You can commune with her on
this or related issues via mail at:
[email protected].