Customer journey: what will change in 2021?

The way we relate to services that we previously took for granted has changed since Covid-19 completely revolutionized the world we knew.

The pandemic has led us to rethink the way we buy products and use various services. Let's see below what the impact on the customer journey is and how brands, especially those working in the tourism, hospitality and catering sectors, will be able to set up new strategies to maintain their competitiveness in a changed scenario.

New Customer Journey: Physical Distance, Virtual Proximity

When it became necessary to distance ourselves from a physical and social point of view, we discovered that even the services with which we interacted intangibly had to be blocked in a certain sense. In the past few years, in fact, brands had worked more and more to establish a connection between the virtual physical world, with a view to creating a fluid shopping experience.

While in some ways this assumption has helped some companies, the speed of change imposed by Covid-19 has upset entire sectors . Due to the movement block, brands have found themselves rebuilding many interactions with their consumers. This is certainly the case with large-scale retail trade, whose brands have accelerated to create home delivery services, also encouraging contactless payment methods.

How To Rethink The Consumer's "Journey" In The Tourism Sector

While some sectors have benefited from the effects of the pandemic, the tourism industry has entered into crisis .

However, the operators have not lost heart and are studying new solutions. With a view to reducing interactions as much as possible and therefore the potential opportunities for contagion, but without giving up the pleasure of travel and discovery, the customer journey will largely be rethought.

 This means, for example, that there could be only one hub from which to choose (and pay for) different services related to a tourist experience, such as a restaurant, a spa, an exhibition and so on. This would also help operators to be able to stagger entrances and visits, in compliance with the required safety standards. Not to mention that this new paradigm would go in the direction of creating an increasingly connected experience, without interruptions, in which the traveler is treated as a central figure.

All those brands that have created new methods of accessing their services from smartphones, from booking to payments to assistance, are also moving in a very similar direction, so as to establish a constant dialogue with the consumer.

Posted By Abdul Rimaaz