Before COVID, most consumers chose retailers, restaurants, convenience stores, and other providers based on the quality of products and services, the pricing offered, and the overall customer experience. In the COVID world, consumers have a new priority: safety.
Given the continued uncertainty around the spread of the novel coronavirus, every organization needs to give serious thought to how it can address health concerns, increase certainty, and, ultimately, reduce consumer anxiety.
Rather than viewing this as an exercise in problem solving, consider it a business opportunity. Flip the script to find more value for your customers AND your business. How? You can start by exploring these questions:
Shopping behaviors have changed at an unprecedented pace in 2020. Be strategic about how you build on that momentum – and position your brand as a dependable, safe, and desirable choice for customers in a way that works best for you.
If you’re ready to start thinking about how you can improve the way you protect and engage your customers, let’s chat.
Mike Welsh is the Chief Creative Officer at Mobiquity, leading a team of experience architects, experience designers, and conversational designers to deliver engaging and compelling solutions in collaboration with engineers who bring these solutions to life. He has been doing this for over 27 years, having joined Mobiquity near it’s beginning. Mike notes that what originally drew him to his role is the ability to transform experiences for companies and their customers. What keeps him and the team engaged is the opportunity to find out what truly transforms human experience and then bring it to life. He’s a firm believer in the power of a team and its ability to create impact derived from insights. Mike makes no special claim of expertise or experience because every engagement is a team effort. Each time he and the team engage with a client’s challenges and opportunities, good things can happen. Curiosity and a core belief that some of the best work comes when a team understands the humans behind their work is central to understanding the role that technology can play. Mike’s time spent with clients and teams includes work within creative, business, and technology fields, bringing many skills to the table including: experience strategy, experience design, product strategy, and product design. His industry knowledge within these functions spans healthcare, retail, ecommerce, and financial services and he has lectured on these topics at University of Pennsylvania, Drexel University, Moore College of Art and Design and various conferences. In addition, Mike holds a Nielsen Norman Group UXC certificate working toward master certification. While no one is a bigger Mobiquity champion than Mike, much of what fuels his passion comes from the time he spends away from work. He is a father of three, an avid runner, traveler, cook, and outdoorsman. A voracious consumer of audiobooks, Mike is always learning and drawing connections about how we can make a difference today for our future selves. When thinking about what’s to come, Mike believes that artificial intelligence, immersive storytelling, and machine learning will play a significant role in defining experiences humans have with technology.
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