{"id":962282,"date":"2020-05-04T12:43:41","date_gmt":"2020-05-04T19:43:41","guid":{"rendered":"http:\/\/customerthink.com\/?p=962282"},"modified":"2020-05-05T12:46:43","modified_gmt":"2020-05-05T19:46:43","slug":"building-new-habits-around-digital-self-service","status":"publish","type":"post","link":"https:\/\/customerthink.com\/building-new-habits-around-digital-self-service\/","title":{"rendered":"Building New Habits Around Digital Self-Service"},"content":{"rendered":"
Your customer journey maps all just become obsolete. Everything from the channel that your customers are likely to use, to how they are using it, has changed in the last month. With people leaving their homes less, the data is showing that the additional time people have for digital is being spent with video subscription services, and self-service digital experiences.<\/p>\n
Adapting to a new customer journey<\/strong><\/p>\n However, it is unclear how long COVID-19 will continue to affect society in this way. This puts businesses in an awkward position. You need to acknowledge your customer\u2019s new journey, but how much effort should you spend responding to these changes which may not remain constant after physical distancing is no longer needed? First, let\u2019s look at the data.<\/p>\n Overall usage of digital services is way up among all age groups, and not just people streaming Netflix. There is a pervasive trend of people trying to find the \u201cdigital twin\u201dof the physical activity or service they used before the pandemic.<\/p>\n Usage of Finance Apps is up 20% in the US, compared to before COVID-19. Lack of ability to visit bank branches is likely one factor driving this. People who have never deposited a check via their bank app are now being forced to adopt this behavior. It remains to be seen how many will stick with this behavior.<\/p>\n