• Vicky Sidler

Ways To Evolve Your Business Operations According To The Changed Needs And Expectations Of Customers

As we all know, Covid-19 has changed customer expectations. Now, it’s time to evolve your business operations according to this change.



The global pandemic has changed customers’ expectations of how they want to deal with organisations. Additionally, the interactions are far more remote and less personal. To avoid customer loyalty taking a big hit during these times, it’s imperative to evolve your business operations. Being agile, responsive, and proactive in unpredictable, fast-changing times means your business will be able to effectively cater to customer's changing needs and priorities. This also facilitates being able to change direction to meet the evolving requirements and market dynamics.


Evolution Starts Here


The following suggestions are great ways to evolve your business operations to meet customers’ changing needs and expectations:

  • Start Customer Retention Campaigns – Provide educational, helpful resources and frequent company updates to customers.

  • Enhance First Contact Resolution Rates And Responses – Resolve customer queries and provide support on the first attempt and avoid having to escalate issues or call customers back. This can be done by providing multi-channel support.

  • Provide Announcements And Enhancements To Customers – Include regular announcements in your business operations to customers so that they are kept in the know about your evolutionary business changes and your acknowledgement of their feedback and changes that drive the changes.

  • Create A Closed Customer Forum On Your Website – Allow customers to engage, provide ideas, suggestions, and enhancements and voice their opinion in a closed customer forum that is accessible on your website. This will help your business stay on top of customer reviews too.

  • Make Business Operations More Personalised – Add that personal touch by engaging with customers individually at different intervals, through their preferred channel of communication. Allow them the opportunity to voice their frustrations, complaints, and feedback. Adding constant outreach in your business operations is a great way to evolve your business operations.

  • Create Customer Communities And A Social Media Plan That Reflects Your Audience – These can effectively help build relationships with your customers.

Let’s Assist You In Evolving Your Business Operations Today, Contact Us!


Not evolving your business operations may lead to a negative impact on your brand reputation. This can result in:

  • A significant decline in customer satisfaction

  • A drop in customer retention and loyalty

  • Fewer sales

  • Loss of business or slower business growth.

Contact us at CFS South Africa and let’s not only put your customers first but let’s evolve your business operations in line with changing needs and expectations. At CFS, we have the means to see how your customer expectations have changed.


We help you gather, analyse, and take action with our CFS Reporting, CFS Kiosk, CFS Text Analytics, CFS Surveys, and CFS Sms. Call us on 011 251 1980, e-mail us at kimm@cfs-southafrica.com, or fill out our contact form here.


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