Nguyen Tuan Hong Phuc – Partner Customer & Operations KPMG Vietnam The rapid outbreak of the pandemic presents an alarming health crisis that the world is grappling with. There are significant commercial impacts being felt globally. In Vietnam, the number of businesses stopping their operations has hit a record number of nearly 35,000 in the first quarter. For the first time in decades, the number of businesses leaving the market is greater than the number of newly-established ones. Through this crisis, the way organisations engage and interact with their customers will be critical. During these uncertain times, companies focusing on customer experience may stand the best chance of supporting their customers and protecting their business, while also laying the seeds for future growth. Our Six Pillars of Customer Experience provide the framework for outstanding customer satisfaction, and during the COVID-19 outbreak we see two of the pillars – integrity and empathy – playing an even more important role. By treating customers in the right way now, organisations are able to continue to nurture and likely retain them in the long-term. Countries around the world are implementing different measures to slow the spread of the disease, including over a third of… Read full this story
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