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5 On the Fly Customer Experience Tips During a Time of Uncertainty

Michael McNichols
July 31, 2020

3 minute read

Oracle CX Marketing has kicked off season 2 of “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts.

Kicking off season 2, here are 5 customer experience tips during a time of uncertainty from the marketing pros. To view the full video series, check out the YouTube playlist or the Modern Marketing Blog.

5 On the Fly Customer Experience Tips During a Time of Uncertainty From the Pros

Tip #1: Rethink customer questions

“Your customers’ questions may have changed dramatically in recent times. Customers may have questions that you never really thought about answering before because the answers were self-evident. Nothing is self-evident in these uncertain times. Reach out to your customer success team, your service team, your sales team, your ops team, and rethink your top 50 customer questions.”

5 On the Fly Customer Experience Tips During a Time of Uncertainty From the Pros

Tip #2: Build better relationships and create better experiences

“This is the perfect opportunity to reach out to past, current, and future customers via video. They key is to make it personal. Also, grow while it’s slow. Take the chance to do an online course or offer educational content to customers. And remember to have an attitude of gratitude.”

5 On the Fly Customer Experience Tips During a Time of Uncertainty From the Pros

Tip #3: Use LinkedIn to get higher-quality referrals

“Find your prospect on LinkedIn, and then choose up to five people that you have in common that you’re comfortable asking for a referral or recommendation. Email, call, or message each person individually, and ask them if they’re willing to introduce you.”

5 On the Fly Customer Experience Tips During a Time of Uncertainty From the Pros

Tip #4: Change your world by changing your words

“The worst time to think about the thing you’re going to say is in the very moment when you’re saying it. You’re going to find yourself in dozens of situations where your customers are going to be asking different questions of you. So right now, get ready, ready, ready, on how to respond. Think of it this way: if you change your words, you can very easily change your world.”

Tip #5: Iconic leaders play offense, not defense

“During times of disruption and upheaval, iconic leaders and organizations play offense, not defense. What we have to stop doing is working harder on the old, and maybe wrong, plan. That’s what iconic leaders do. Play offense to decide how we’re going to approach our customers and colleagues to enhance our connectivity while not worrying about the old plan and not worrying about the competition during this time of change.”

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Transcripts may be edited for readability.

Michael McNichols
Michael McNichols
Michael McNichols is the Senior Content Manager for Oracle Marketing Cloud. He has over 10 years of experience in professional writing and has been widely published. He is also the blog editor for the Modern Marketing Blog.
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