2020, what more do we need to say? The year when the world was characterised by temporary solutions, mixed with the sudden and unexpected digital strategy that either doomed those that had feared it or catapulted those who had embraced it. Coincidence, luck, providence and tactics have a lot to say in the survival of companies, but what can we learn about surviving in this chaotic year
The answer is simple: The companies who were open to changes in society, listened to the customers and met the demands of society prospered. With a forward-looking strategy and a good implementation the created good long-term relationship with their customers while others went bankrupt.
Chaos hides opportunities. Summer will come, a vaccine is around the corner and behind the closed doors of quarantined homes awaits a community that is thirsty to end this period of their lives with celebration and creative consumption. The future is for those who learn from the year 2020 and are ready to serve the needs of users who require more.
Here are five things business should learn from the year 2020.
1. People no longer fear the online store
Online business has been "the future" since Bill Clinton played the saxophone in 1992. Almost 30 years later Covid 19 pushed the last stores either online or in bankruptcy. Online business is not the future, it's barely even the present, it's simply the standard and no one is afraid of them anymore.
Users who avoided shopping on the internet suddenly had to buy groceries through apps and websites and realized that the experience was much more enjoyable than having to march through the store itself. Retailers had to learn the importance of showing their full range of products and make theirs users lifes simpler.
2. It is not enough to have a user-friendly website
Who hasn't seen something cool, bought it and then waited. Waited some more . Wait even longer. Need the item. Complain and get no answer. Wait even longer. And finally, a few weeks later, to get a package with the incorrect product.
What difference does it make having a user-friendly website if the experience of the user of the whole process is bad? If he has to wait, if the product comes damaged, if the communication with the company is bad, then the whole process is broken. Companies need to make sure that the whole process meets the requirements of the customer.
A cool website is not the endpoint of digital strategy but the beginning.
3. Chatbots are fickle
Many use chatbots, both on their websites and through messengers. No matter where chatbots appear or what role they serve, they are noticeably part of the internet.
But chatbots are not just a smart solution that suits both users and companies. Their use must be concise and their implementation made with both knowledge and devotion. The user needs to get the impression that there is a purpose with their conversation, that there is a person somewhere behind the code and that the company is concerned about solving their problem.
Chatbots are supposed to be a convenient solution for companies and users, not the wall between them.
4. Do not allow the computer to say no
In 2020many companies realised the importance of not letting policies and customs lead the way. The company had to be on their toes and be ready to meet the needs of a rapidly changing market. If the system offered does not offer waht the market needed, they market was very quick to find an alternative.
The human factor must always be in control,whether in design, in policy, in practice, everywhere. Those companies that responded to the situation, showed understanding and wanted to respond to the crisis prospered.
5. Familiarize yourself with the user
The user is king. Try out your service, buy from your webstore, park by the business and to participate in the process that is expected of the client whether it is to order a product or download information. Learn to understand who the real customer is and what he wants.
Familiarize yourself with what your position is on privacy and introduce yourself properly to the user. People are much aware about their rights and want to take a conscious decision about how companies use information about themselves. An honest company will come to stand up from and create increased trust in their customers.
Users expect perfection in experience and interface. They have gotten to know how a business can meet their requirements, and will not accept a bad experience. 2020 has taught us that companies that put the customer in the first place succeed in a difficult situation. Only by getting acquainted with the user, learn from his experience and be flexible and receptive to new solutions, can we create success in difficult times.