The current covid crisis has a number "for the first time": the extent of the slowdown in companies, the closure of shops, schools or cultural facilities, restrictions on free movement. At the same time, this crisis is actually similar to others that we have behind us or that will occur in the future.
The customer’s experience can be described with six CX pillars.
Read the profiles of successful brands and let yourselves be inspired by their approach to CX.
The largest Czech online shop needed just two and a half days to redesign all of its 38 branches in the first wave of the coronavirus pandemic. It did so to ensure that employees and customers felt safe when purchases were being made. It disinfected the exposed areas five times a day, minimized physical contact and made product dispatch safe with the help of protective covers. “We’re a company that can deal with crises. We can react extremely flexibly in these situations, and it always makes us much more resilient,” says Miroslav Kövary, Director of the Alza sales network.
The largest bank in the Czech market saw the coronavirus pandemic as an opportunity to test its flexibility. “Our advantage is that we operate internally and vis-à-vis customers as a digital bank, and we also have – thanks to strict regulation – reliable crisis mechanisms. Therefore, about two weeks before the government restrictions took effect, we activated the crisis team and switched most of the bank to ‘home office mode’, without any problems. We therefore quickly adapted to the new situation. Everyone knew what they had to do. We’ve given people the confidence and responsibility to make decisions independently,” recalls Tomáš Salomon, CEO of Česká spořitelna.
At Dáme jídlo, they say measuring customer experience involves 70 moments of truth. The company analyses every single moment, from generating the order to the delivery stage, and constantly seeks ways to improve. Dáme jídlo has also set its sights on being a content platform and is expanding its service portfolio.
In the 1990s, it epitomized Western capitalism, a fast but “calorie-rich” meal. The latter is no longer valid. On today’s menu, you’ll find 100 per cent Czech beef, soy milk and gluten-free buns. You can also order a burger served with salad only, and it will be brought to your table.
It started in a garage, with a few dozen employees. Three decades later, PPL has grown into a firm that delivered 33 million shipments last year. This year, it has already surpassed that number. At the beginning of each year, PPL starts getting ready for the most demanding season – Christmas. In 2020, the coronavirus in spring interfered with the preparations. As bricks and mortar shops were closed, people immediately switched to the internet. Suddenly, the number of transported packages doubled.