Leading Edge - Customer Experience: the great reset
Moira Clark, Professor of Strategic Marketing at Henley Business School, discusses how customer expectations are now rising, as we emerge from the pandemic. She observes that customers are increasingly demanding, confident and grumpy. How can companies best serve the ‘want-it-now’ generation?
Customer expectations differ – men versus women, digital versus physical. The perception of value depends on your goal, are you looking to save money or for a pleasurable shopping experience? Against this backdrop, how can companies succeed?
Listen to Moira’s episode to hear her discuss these topics:
Ways the COVID pandemic altered customer expectations
How ease of doing business - and what that means – drives loyalty
Adopting a culture of customer-centricity
“I think you've really got to get the right kind of organisational climate if you want a good customer centric organisation.”Moira Clark, Professor of Strategic Marketing
What will Moira keep and stop doing in the ‘new normal’?
Continue: yoga, which she discovered at the start of lockdown, 4-5 times per week.
Stop: having so many virtual meetings and see people in person instead.
Professor Moira Clark
Moira is a Professor of Strategic Marketing at Henley, and Founder and Director of The Henley Centre for Customer Management. She has extensive marketing consultancy experience with leading international companies, sits on several advisory boards, and is a frequent keynote speaker at many public and in-company seminars and conferences around the world.
