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Reimagine Customer Engagement in the Time of COVID-19

Published on January 21, 2021
Customer Experience
In today’s unprecedented time, the future of many companies will be dependent on how they reinvent their existing product development process, by keeping a close check on changing customer preferences. Gone are the days of hundred face to face interview when product teams used to literally sit side-by-side with customers to get their feedback. There are options to leverage virtual interviews, but we all know that building a close feedback loop and engaging a customer requires much more than a video call, survey, or feedback form. Where do technology companies draw their inspiration from? There are many examples from the non-technology markets where companies have successfully established a well-defined customer engagement model. In industries like fast-moving consumer goods (FMCG), the manufacturing cost is high, distribution is multi-channel, and margins are low, compared to the technology market. Still, some companies have a loyal customer base with a solid market presence that helps them maintain their position as market leaders, for years. Read More This article written by Sushant Mathur appeared in DataQuest India.

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