Digital channels have grown to be the preferred method of contact for many customers, and while travelling they’re the most convenient choice too. As inbound interactions continue to rise, Travel & Transport companies are feeling the pressure to respond in a timely and personalised manner - and when disruption strikes, the pressure continues to mount!

The world of retail is changing. Customers now expect connected, cross-channel conversations as standard from brands - no matter their size. But delivering an omnichannel experience that leaves your customers satisfied can feel like rocket science, especially with so many channels to manage.

The world has been shaken by COVID-19 and the global economy has taken a real beating. The UK itself has seen consumer confidence plummet to its lowest level since the global financial crisis over a decade ago, GDP shrink by 19.1% and sentiment around the state of the UK economy reaching a new record low at -88%, with no industry left untouched by the effects of the pandemic. It seems a recession may be on the horizon, so with businesses pulling their purse strings a little tighter, how can you recession-proof your CX strategy?

Reflecting on the last few months and looking ahead to the somewhat fuzzy future, it seems likely that it'll be some time before the number of people using public transport hits the levels seen pre-COVID-19. Many businesses find themselves in a tricky situation - they’re chomping at the bit to get the economy moving again, but customer confidence is at an all time low. So, the question travel organisations have been asking themselves is: how do we get customers travelling again?

The COVID-19 pandemic is tough for many, but the hospitality sector is feeling it more than most. Although there’s light at the end of the tunnel, we’re a long way off from things being ‘business as usual’.

We're facing a global crisis unlike anything we've seen for over 100 years. This is social media's time to shine - but how do you manage your social strategy at a time like this? #1 - Don't panic! We all know this isn’t a ‘keep calm and carry on’ kind of situation and it’s easy to feel overwhelmed, but panicking could lead to acting in haste with less than favourable consequences. Take some time to figure out how your existing business continuity strategies can be adapted and applied accordingly, before taking action. #2 - Remember, one size doesn’t fit all Regardless of what anyone else is doing, you know your audience and business best, so when you’re deciding how to tackle the situation, be sure to agree an approach that works best for you. As you put your plans into practice, keep a note of what works best (and what doesn’t) so you can create a template that will work for any future crises too. #3 - Engage your communities In a world where social distancing has become the new norm, staying in touch with your audience through digital channels has never been more important. With many people cooped up in quarantine or self-isolation, it’s the perfect time to create content that encourages engagement – not just in the form of likes and shares, but conversations too. #4 - Don’t spread fake news News spreads quickly at a time like this, so it’s essential that you don’t contribute to the sharing of misinformation. Inform your audience and maintain brand credibility by only using trusted sources for updates on the COVID-19 outbreak. Organisations such as the World Health Organisation and the NHS would be good places to start. #5 - Empathy, empathy, empathy While accuracy is key when communicating with your audiences, being human is non-negotiable. Remember, many of those who interact with you will be feeling the effects of such an unfamiliar and rapidly changing situation, so consider their emotions and ensure the tone of voice you’re using across channels is appropriate. #6 - Look after your own Not only is it important to consider the feelings of your customers, but your employees too! Your heroes on the front line may well have had their daily routines disrupted beyond recognition and be struggling to manage the new norm. Arm them with resources that empower them at this time – whether it’s an FAQ doc with pre-prepared answers to tricky customer enquiries or top tips on making remote working more bearable, be sure to take care of each other. #7 - Signpost on social If your inbound interactions on digital channels are soaring, use your social accounts as places to signpost your audience. Whether you’re pointing them to training videos, FAQ docs or somewhere to log tickets, ensure that the information they’re looking for is readily available to them to try and reduce the number of enquiries your team needs to handle. #8 - Plan for success, prepare for the worst As challenging as things are, it’s important to remain positive and plan for success in the face of this crisis. But don’t turn a blind eye to the potential risks your organisation faces. There is a high chance that you will have limited resources in your teams as people take time off to look after their families or recover from illness, so get ahead by planning and scheduling as much content as you can. It may even be worth training individuals from other teams, so they can take some of the load if you find yourself short staffed.

What is social media management anyway? Microsoft’s Social Engagement feature which enabled Microsoft Dynamics users to carry out basic social listening – provided insight around direct brand mentions, customer feedback, and discussions regarding specific keywords or topics.

The holidays are coming It’s official. The holidays are coming. When we’re not critiquing this year’s John Lewis Christmas ad, our heads are in planning mode. At any given time in December, you’ll find a Social Media Manager with a tab that’s always open. It contains a spreadsheet – next year’s calendar waiting to be filled. A bit like a stocking on Christmas Eve.

A front-row seat Having worked in the public sector for 25 years, I’ve got a front row seat to the huge challenges facing the public sector at the moment. My current role sees me working with UK Government organisations to support their business goals by streamlining the customer experience and using ERP tools. So what’s changed to cause these recent challenges? In my view, the huge increase in people using social media.