Small and medium enterprises could soon experience the same fate as those in 2008 when the world experienced one of the hardest economic crises in modern history. Everyone is talking about the impending crisis, but a minority of businesses is doing something specific to prepare for it.

The most recent crisis had a significant impact on every organization in the world – all stakeholders felt a sharp drop in income, expenses, and reputation. The coronavirus pandemic will continue to hit the market even harder.

If an organization takes a positive and smart stance toward the crisis, it can consider as fuel. Let’s not forget that there are businesses that thrive in the recession, as well.

Why don’t you reimagine the future by putting people at the forefront rather than products?

Organizations have to be able to react today because tomorrow might already be too late.

At FEELGOODX, we would like to share our conviction in this blog. First, the health and safety of employees and customers is the number one priority for the foreseeable future.

It starts with ensuring can implement and explain the new standard procedures, deliver and give evidence of safe customer experience, and leverage physical location with support fast-growing online channels and offer a contactless experience.

For employees, we recommend always to practice connect, motivate, and engage, share knowledge, and answer questions, support employees with their evolving roles.

As a leader, The most important is to establish compliance with new health and safety standards. Also, have you define a new structured internal process, a new daily checklist.

It is vital to ensure that you have what your team needs to anticipate possible shortages and with the system to flag the shortfall.

How do you plan to use technology to assist like using QR codes to simplify and reinforce your new policies, hold your team accountable for their safety through self-assessment or even remote visits?

Have you combined computer vision and CCTV to detect mask usage, number of people in the area, and distance between people?

As for customers, the most important is to build trust with transparency, implement the contactless customer experience.

To sum up, it is essential to guarantee the safety of customers and employees. Build trust through transparency, and leverage physical location with contactless experiences and support online sales.

Customer/Employee Experience has had many, many definitions over the years. Most of them are either impracticable or bordering on naive .

My stance is that the experience as a strategy, is about the measurement, monitoring, and management of memorable experiences customers have. I make this distinction on them remembering things.

Because only something the customer/employee can remember will actually influence their future behaviors – and therefore business success. Working on anything else is a waste of energy, time and resources, plain and simple.

A successful customer experience strategy harnesses the understanding of what the customer remembers and how to design memorable experiences to spark rapid and sustainable growth.

I feel  with COVID-19, we are some sort of a crossroads time.

Some businesses will be faced with the decision on whether they are ready to truly embrace customer experience as a strategy and face the challenges of legacy systems and cultural transformation.

The businesses who are more advanced with their transformation, will come to term with the fact that ‘digital transformation’ is just one facet of a successful customer experience strategy. And will finally embrace a more holistic view to the customer experience.

That’s what 2020 will be about, true business transformation through people, not AI, AR, VR or any other acronym or technology. The CX/EX management will need to find new ways to innovate.

A lot of things that industry is doing now is a bit older or getting there, therefore innovations and ways to improve it will be key.

When CX/EX has control of or at least significantly greater influence , we can truly make a difference for the people we serve.