CUSTOMER EXPERIENCE
Crisis Leadership:
Customer Experience
Commandments
MEDIA
INCIDENCE
Online users are spending in the excess
of 3 hours daily across online platforms
Ipsos Audience Measurement
Media Consumption Habits
APRIL 2020
By Carolyne Gathuru
Weekly Media Incidence by Platform
Average Time Spent Daily in Minutes
There’s a very popular notion
bandied about in corporate circles
about customers being the drivers
of business, and that without customers
organizations would collapse and cease to
be. Never has there been a time in history
that this word has rung more true, than at
this moment in time where customers and
their lack thereof is the subject on the lips
of all brands.
The world has come to a near standstill in
both corporate and non-corporate sectors,
save for a few essential industries that
have seen increased business in response
to the emerging needs occasioned by the
Covid-19 pandemic. With new advisories
in place that it be handled as endemic -
seeing as it is that a hard stop is not in
sight - what corporates had put in place
as temporary measures to sustain the
disruption, need to be urgently converted
into longer term strategies.
Those that had given lip service to the
importance of customers and serving
them well have turned inwards to figure
out how to rework their plans. The value
of customers is now being felt at the core
of every corporate, and customer service
departments and officers are suddenly
finding themselves being pushed to
provide turn around solutions, and lead
the organizations out of the wilderness of
customer drought.
Crises are often seen as opportunities for
growth and true leaders are said to emerge
during such stormy and calamitic times.
Grit, resilience, calm, empathy, concise
decision making and wisdom are key
currencies to be drawn and spent at this
time.
It is also said that leadership is everything,
and that what is said and done at the helm
is what will effectively steer companies
If leadership is the critical success factor
during this Covid-19 apocalypse and the
make or break for organizations, and customers
are the core pillar around which
businesses must coalesce to survive, then
the natural conclusion is that leadership
for customer experience excellence is the
glue that will be used to re-patch together
what Covid-19 has blown apart.
through the crisis and beyond. Some simple
math therefore needs to be done as follows
- if leadership is the critical success factor
during this Covid-19 apocalypse and
the make or break for organizations, and
customers are the core pillar around which
businesses must coalesce to survive, then
the natural conclusion is that leadership
for customer experience excellence is the
glue that will be used to re-patch together
what Covid-19 has blown apart. Right?
There are thus three critical questions
organizational leaders - of which the CX
team leads must be a part - must ask as
strategies and implementation plans are
made to navigate the storm, and ride its
peaks and troughs: Are we taking care
of ourselves? Are we taking care of our
customers? Are we taking care of our
future? Here-under is my attempt to fill
in the gaps!
Are We Taking Care Of
Ourselves?
The Covid-19 crisis has put colossal
pressure on organizations right from top
leadership to the operatives on the shop
floor. Teams have had to quickly adjust
to unfamiliar circumstances and those
leading teams have been thrust into the
vortex of the disruptive volcano with no
time to familiarize with how to lead in
times of crisis.
Team leaders have had to despite their own
anxieties and adjustment complexities, put
on brave faces and provide guidance for
7%
Watched TV, in or outside your home 77%
19%
19%
48%
Used Video on Demand (VOD)
Read or paged through a newspaper
Read or paged through a magazine
Print
Possibly slowed by reduced mobility of
potential buyers, fear of infection from
surface contact and de-prioritization of
spend on newspapers, magazines
Listened to radio 79%
Used the internet site/
Social media
Electronic & Digital Media
is therefore the key point of focus to most
media consumers
For more information please contact Ipsos on: [email protected] || www.ipsos.com/en-ke
Radio
162 (2hrs+)
Online
197 (3hrs+)
Content on Demand
Television
188 (3hrs+)
Pay platforms such as Viusasa have
attracted a 1/5th of the Kenyan adult
population, in addition to high consumption
of free Youtube videos
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MAL36/20 ISSUE