COVID-19 has transformed the world. Keeping ourselves and our family healthy and safe is our top priority. Also, top of mind is the pandemic’s economic impact and how to adapt our business strategies in these uncertain times. Now lets know about Top COVID-19 Experimentation
Many dynamics are changing:
Online and offline purchasing activities have changed.
Customer personas have changed.
Buying behaviour has changed.
Yet change also means opportunity. The opportunity to attract new customers, take advantage of new buying behaviour, and take the lead in the post-pandemic landscape.
In the middle of all this uncertainty, let’s also remember that there are still certainties around which we can reshape our digital strategies.
For example, many of these changes represent the beginning of long-term trends. And so, the nature of your digital customer experiences will become more valuable than ever, making digital experimentation more relevant than ever. This guide looks at these changes in more detail, how the experiment can help you navigate your way to the new normal, and best practices based on our work with thousands of real-world customers.
Top COVID-19 Experimentation – The State of Play
If we thought we lived in a digital world at the beginning of 2020, where there’s no doubting that fact now. Lockdown measures have driven more people online, not only to research and buy but also to meet and socialize. Online has become a fundamental aspect of everyday life. We see a greater focus on digital transformation and a rapid shift in the digital landscape with new user demographics, purchase behavior, and device usage.
Top COVID-19 Experimentation – Good customer experiences are imperative. Fact.
McKinsey & Company recently released the results of their analysis of the last recession, and it made for some very interesting reading. Tracking the Company’s performance throughout the recession of 2008, they found that customer experience leaders faced only half the drop in business compared to customer experience laggards. Their time to recovery was two years faster. And leaders saw 3x higher returns for shareholders returns versus laggards.
Top COVID-19 Experimentation – What does it all come down to?
Now is the time to put your customers at the heart of your product development and delivery process and adapt digital experiences to changing behaviour and demographics. The evidence shows how you recover faster and take pole position as the world starts turning again. Experimentation is the key to making it happen.
Top COVID-19 Experimentation – The Importance of Experimentation
The last few months haven’t been easy for anyone. Trying to complete an effective presentation between Zoom calls while taking care of the children is no mean feat. On the flip side, this is a once-in-a-lifetime chance for us all to experiment. After all, we see a massive step-change in society. People are beginning to reinvent their behaviours and adopt a variety of new habits. And organizations are finding themselves at the forefront of digital adoption innovation because it’s suddenly critical to survival. Let’s take a closer look at the kind of changes we’re seeing – and the role digital experimentation plays in transforming them into compelling new opportunities.
Top COVID-19 Experimentation – Experimentation in action
We’ve now seen why your digital customer experiences will be the ultimate differentiators in the new world order. Testing new digital experiences and learning rapidly is essential if you want to emerge as a new normal leader. Let’s move onto a few practical examples of the kind of experiments you could be looking at in times like these – all based on what we have seen working with thousands of customers.
CONCLUSION: Now it’s your turn
“The things that worked before COVID probably arena aren’t the things test results to work now, so you need to have rapid test results approach that has a much wider range of things to test to figure out what will work rapidly and go with that, This than your gut. This is the time to be more agile, this is the time to move faster, this is the time to test what works and what doesn’t .”
Amid the uncertainty, one thing is for sure: there will be no quick return to the way things were for most industries. Initial research indicates that many consumers’ new online behaviours are set to continue in the long-term. We also know that the customer experiences you offer really can make the difference between leading and lagging. With more people than ever using the internet and relying on it, those experiences are happening online.
Experimentation can be the compass that guides you through these changing times. Experimentation and progressive delivery allow you to understand how your customers are shifting their behaviours and what resonates with them. It gives you the capability to put your customers first by validating new features, carefully testing their engagement, then rolling them out gradually to remove the risk of failure.
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