{"id":174014,"date":"2021-02-09T14:16:19","date_gmt":"2021-02-09T11:16:19","guid":{"rendered":"https:\/\/en.buradabiliyorum.com\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/"},"modified":"2021-02-09T14:16:19","modified_gmt":"2021-02-09T11:16:19","slug":"you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it","status":"publish","type":"post","link":"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/","title":{"rendered":"#You need to rethink your customer experience for 2021 \u2014 here\u2019s how I did it"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-6a3be6d5eed27\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #dd3333;color:#dd3333\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #dd3333;color:#dd3333\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-6a3be6d5eed27\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/#The_success_of_customers_came_first\" >The success of customers came first<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/#1_Onboard_and_activate_customers_on_an_individual_basis\" >1. Onboard and activate customers on an individual basis<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/#2_A_perpetual_education_and_re-education_of_customers\" >2. A perpetual education and re-education of customers<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/#3_Stay_in_touch\" >3. Stay in touch<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/#Personalization_needed_to_go_further\" >Personalization needed to go further<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/#1_Conversational_Customer_Experience_CCE\" >1. Conversational Customer Experience (CCE)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/#2_Omni-channel_personalized_communication\" >2. Omni-channel, personalized communication<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/#We_all_needed_each_other\" >We all needed each other<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/buradabiliyorum.com\/en\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/#A_little_bit_of_humanity_goes_a_long_way\" >A little bit of humanity goes a long way<\/a><\/li><\/ul><\/nav><\/div>\n<p>&#8220;<strong>#You need to rethink your customer experience for 2021 \u2014 here\u2019s how I did it<\/strong>&#8221;<\/p>\n<div>\n                                <span>As the CEO of an SME business, 2020 wasn\u2019t exactly smooth sailing. The pandemic left us feeling like we\u2019d had the light switched off and were spun around until we were dizzy. It wasn\u2019t easy, but it looks like we survived. We weren\u2019t the only ones, and most of our peers obviously felt the same trauma.\u00a0<\/span><\/p>\n<p><span>As a B2B business, everybody found themselves in the same boat rocking back and forth. This meant that the way we communicated with, sold to, and dealt with our customers changed. The year 2020 was one that changed B2B business forever. It required the adoption of new <a href=\"https:\/\/buradabiliyorum.com\/en\/category\/download-scripts-themes-apps\/\" data-internallinksmanager029f6b8e52c=\"9\" title=\"Download Scripts &amp; Themes &amp; Apps\" target=\"_blank\" rel=\"noopener\">app<\/a>roaches and techniques to get by.<\/span><\/p>\n<p><span>I want to share the same customer experience approaches and techniques that I\u2019ll be taking into 2021 with my community.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"The_success_of_customers_came_first\"><\/span><span>The success of customers came first<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<figure class=\"post-image post-mediaBleed aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-featured_img wp-image-1337750 lazy\" alt=\"\" width=\"796\" height=\"417\" sizes=\"auto, (max-width: 796px) 100vw, 796px\" src=\"https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/02\/growth-chart-fundraising-startup-gq-796x417.png\" data-lazy=\"true\" srcset=\"https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/02\/growth-chart-fundraising-startup-gq-796x417.png 796w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/02\/growth-chart-fundraising-startup-gq-280x147.png 280w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/02\/growth-chart-fundraising-startup-gq-516x270.png 516w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/02\/growth-chart-fundraising-startup-gq-258x135.png 258w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/02\/growth-chart-fundraising-startup-gq.png 1200w\"\/><\/figure>\n<p><span>In 2020, it became clear that customer retention had to take priority over customer acquisition. We realized that businesses would minimize their costs, meaning they might want to stop using our software. <\/span><\/p>\n<p><span>There\u2019s no point in acquiring new customers slower than you\u2019re losing them, so we consolidated and leveled up our Customer Success (CS) program and relied on that as we plunged into the unknown.\u00a0<\/span><\/p>\n<p><span>It\u2019s a strategy that involves being proactive to customer problems, instead of reactive. It\u2019s all about getting to know your customers and their product so profoundly, that you can reliably give them the very best of your product for their exact niche and need. <\/span><\/p>\n<p><span>I could go on about CS strategies until the cows come home. But in the interest of your interest, I\u2019ll break it down into some smaller points.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"1_Onboard_and_activate_customers_on_an_individual_basis\"><\/span><b>1. Onboard and activate customers on an individual basis<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span>Before any one-to-one conversation with a new customer, our CS Team does their research. They find out which industry the customer is in, which problems our product should solve, and which processes and workflows they employ that our product can fit in. <\/span><\/p>\n<p><span>With this information, they can have an educated first meeting, skip the unnecessary questions, and get into the meat of what our product can do <\/span><i><span>for them.\u00a0<\/span><\/i><\/p>\n<h2><span class=\"ez-toc-section\" id=\"2_A_perpetual_education_and_re-education_of_customers\"><\/span><b>2. A perpetual education and re-education of customers<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span>CS revolves around shared education. After educating yourself, educate your customers\u2026 and never stop. Apart from the <a href=\"https:\/\/buradabiliyorum.com\/en\/category\/news\/\" data-internallinksmanager029f6b8e52c=\"2\" title=\"News\" target=\"_blank\" rel=\"noopener\">news<\/a>letter and in-product notifications alongside significant updates and releases, we run live webinars, walk through the features we have added or improved during the assessment calls.\u00a0 <\/span><\/p>\n<p><span>Furthermore, we continuously produce educational and pre-boarding content on our blog such as guides, ebooks, cheat sheets, and checklists.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"3_Stay_in_touch\"><\/span><b>3. Stay in touch<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span>We\u2019re proactive. We don\u2019t wait for a customer to contact us with a problem, we set regularly scheduled calls to check in on them and their experience of our product. We\u2019re always adding features and tweaking our system. If that\u2019s relevant to a specific customer, we always let them know so they can get the most out of it.<\/span><\/p>\n<p><span>Above all, a successful CS strategy requires complete internal cooperation of the business that is practicing it. It needs sales and marketing singing off the same hymn sheet, using the same data, and putting out the same message. We do not doubt that our Customer Success strategy was one of the main reasons we survived this year.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Personalization_needed_to_go_further\"><\/span><span>Personalization needed to go further<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span><\/p>\n<figure class=\"post-image post-mediaBleed aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-featured_img wp-image-1334808 lazy\" alt=\"\" width=\"796\" height=\"417\" sizes=\"auto, (max-width: 796px) 100vw, 796px\" src=\"https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/01\/gitops-dev-coding-gq-796x417.png\" data-lazy=\"true\" srcset=\"https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/01\/gitops-dev-coding-gq-796x417.png 796w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/01\/gitops-dev-coding-gq-280x147.png 280w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/01\/gitops-dev-coding-gq-516x270.png 516w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/01\/gitops-dev-coding-gq-258x135.png 258w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/01\/gitops-dev-coding-gq.png 1200w\"\/><\/figure>\n<p>Let\u2019s bust the myth that<\/span> calling somebody by their name in the subject line <em>increases their engagement with an email. <\/em><\/p>\n<p><span>It might be valid to some extent, but in 2020 literally every brand that you could name is doing it. It\u2019s no longer impressive. If anything, it\u2019s the bare minimum. In 2021, we need to go further in our personalization efforts. This all starts with im<a href=\"https:\/\/buradabiliyorum.com\/en\/category\/social-mediaa\/\" data-internallinksmanager029f6b8e52c=\"1\" title=\"Social Media\" target=\"_blank\" rel=\"noopener\">media<\/a>te lead enrichment upon a user\u2019s registration with a brand.<\/span><\/p>\n<blockquote><p><b><i>Personalisation<\/i><\/b><i><span> is easy. Put some effort into it.<\/span><\/i><\/p>\n<\/blockquote>\n<p><span>In my opinion, the definition of personalization got lost when Mail Merge was invented. In business, personalization should mean giving your brand a personality; humanizing it. <\/span><\/p>\n<p><span>It means implementing a conversational customer experience and aggregating all communication channels so a customer feels a seamless, personalized brand experience, with no disconnect between the different arms of it. <\/span><span>As the pandemic adds to even more uncertainty about buying power of leads, this only becomes more important.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"1_Conversational_Customer_Experience_CCE\"><\/span><b>1. Conversational Customer Experience (CCE)<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span>A brand providing CCE is one that provides continuous support and guidance and support for customers on an individual basis. It opens up a two-way channel of communication between a brand and a customer, ensuring a smoother path to customer success. <\/span><\/p>\n<p><span>We provide timely, relevant, and helpful information on request, and our relationships with our customers consolidate and grow.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"2_Omni-channel_personalized_communication\"><\/span><b>2. Omni-channel, personalized communication<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span>We try to meet our customers where they are, and I appreciate that this sounds somewhat vague at first. Simply put, our different buyers have different preferences. <\/span><\/p>\n<p><span>This means we can\u2019t expect the same approach to work for everybody. Ideally, we should be able to provide different, preferred channels without losing any information; a seamless buying experience. In 2021, we plan to experiment with even more promotional, distribution, and purchase channels.<\/span><\/p>\n<blockquote><p><i><span>Continuity is the cornerstone of customer relationships, and our end goal should always be for a customer to become a brand advocate.<\/span><\/i><\/p>\n<\/blockquote>\n<h2><span class=\"ez-toc-section\" id=\"We_all_needed_each_other\"><\/span><span>We all needed each other<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span><\/p>\n<figure class=\"post-image post-mediaBleed aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-featured_img wp-image-1330180 lazy\" alt=\"\" width=\"796\" height=\"417\" sizes=\"auto, (max-width: 796px) 100vw, 796px\" src=\"https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/12\/meeting-leader-startup-gq-796x417.png\" data-lazy=\"true\" srcset=\"https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/12\/meeting-leader-startup-gq-796x417.png 796w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/12\/meeting-leader-startup-gq-280x147.png 280w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/12\/meeting-leader-startup-gq-516x270.png 516w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/12\/meeting-leader-startup-gq-258x135.png 258w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/12\/meeting-leader-startup-gq.png 1200w\"\/><\/figure>\n<p>One of our biggest successes of 2020 was our user community, which was set up as a direct response to the coronavirus pandemic. It was initially set up as a simple Facebook page, titled \u2018<\/span><i><span>Crisis-Proof Community<\/span><\/i><span>\u2019, but the success of it meant we coded a section into our product as a new home. Eventually, it just became a <a href=\"https:\/\/buradabiliyorum.com\/en\/category\/general\/\" data-internallinksmanager029f6b8e52c=\"3\" title=\"General\" target=\"_blank\" rel=\"noopener\">general<\/a> user community, rather than being focussed on pandemic response.<\/span><\/p>\n<p><span>Our community empowered us in so many different ways, giving us benefits that we never planned for.<\/span><\/p>\n<p>It lifted the weight off our Customer Success Team\u2019s shoulders<span>, simply because they had to deal with fewer queries and calls for the more simple, more common questions they receive.\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\">\n<b>It gave us more visibility on Facebook<\/b><span> because we would pop up on the timeline of our users\u2019 friends. Now the Facebook group redirects users to the native group.<\/span>\n<\/li>\n<li aria-level=\"1\">\n<b>We found a new source of product development leads<\/b><span>, meaning we could hone our SaaS product. We could gauge how much a particular feature was wanted simply by the number of people who engage with the request for it.\u00a0<\/span>\n<\/li>\n<li aria-level=\"1\">\n<b>It added more personality to our brand<\/b><span> because we could reply from our individual Facebook accounts on different user posts. It gave us another, specific channel upon which to share content.<\/span>\n<\/li>\n<\/ul>\n<p><span>The pandemic drove both brands and consumers into deeper relationships with <a href=\"https:\/\/buradabiliyorum.com\/en\/category\/technology\/\" data-internallinksmanager029f6b8e52c=\"4\" title=\"Technology\" target=\"_blank\" rel=\"noopener\">technology<\/a>. We\u2019ve been able to take advantage of that by bringing our whole customer base; people who share the same values, interests, and challenges together under one URL.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"A_little_bit_of_humanity_goes_a_long_way\"><\/span><span>A little bit of humanity goes a long way<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-featured_img wp-image-1318963 lazy\" alt=\"\" width=\"796\" height=\"417\" sizes=\"auto, (max-width: 796px) 100vw, 796px\" src=\"https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/09\/remote-work-culture-gq1-796x417.png\" data-lazy=\"true\" srcset=\"https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/09\/remote-work-culture-gq1-796x417.png 796w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/09\/remote-work-culture-gq1-280x147.png 280w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/09\/remote-work-culture-gq1-516x270.png 516w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/09\/remote-work-culture-gq1-258x135.png 258w, https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2020\/09\/remote-work-culture-gq1.png 1200w\"\/><\/p>\n<p><span>The last point I\u2019ll make is a little bit more common sense. Above everything else in 2020, we understood just how nice it is to be nice. Our users, the exact ones that gave me this platform to share my advice, needed us. <\/span><\/p>\n<p><span>They required us to show compassion and empathy to their situation because not everybody was able to weather the storm to the same end. A chatbot is suitable for solving minor problems, directing a customer to the right department\u2026 but it\u2019s no shoulder to cry on.\u00a0<\/span><\/p>\n<p><span>Now, it\u2019s more important than ever to close feedback loops promptly and satisfactorily to our customers. In 2020, our customers needed us more than ever, they needed our product \u2014 not only to drive them to success, but to help them keep their heads above water. <\/span><\/p>\n<p><span>Regardless of whether we were able to implement a request or not, we listened and considered each individual one. If the request was related to their subscription payment, we\u2019d trust our front-line employees to offer the correct discount, payment holiday, or additional service.<\/span><\/p>\n<p><span>In return, we were able to ask our customers for something in return.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><span>A review on dedicated platforms like G2 or Capterra.<\/span><\/li>\n<li aria-level=\"1\"><span>A recommendation for our product to partners and friends.<\/span><\/li>\n<li aria-level=\"1\"><span>To host a partner webinar if you have an audience overlap.<\/span><\/li>\n<li aria-level=\"1\"><span>A success story to share on our social media or a blog. <\/span><\/li>\n<\/ul>\n<p><span>Going forward in 2021, we will continue to be flexible for our customers in the hope that our customers can be flexible for us. A business can get bogged down in bad times at any time, not just during the pandemic. Sometimes it\u2019s easy to get lost in the suit-and-tie of it all; to lose faces behind company logos.<\/span><\/p>\n<p><span>Overall, we\u2019re grateful that we were fortunate as a SaaS business. We\u2019re blessed to be online, with the coronavirus\u2019s impact kept to a minimum. We\u2019re blessed to have been able to learn from it, rather than to be beaten by it. I\u2019m blessed to be able to share the lessons I\u2019ve learned from this year with my fellow business community. After all, as I said in the article\u2026 we need each other.<\/span><\/p>\n<p><span>I hereby proclaim 2021 to be <\/span><b>normal<\/b>.<\/p>\n<p class=\"c-post-pubDate\">\n                                    Published February 9, 2021 \u2014 11:16 UTC<\/p><\/div>\n<p><script data-src=\"https:\/\/connect.facebook.net\/en_US\/sdk.js#xfbml=1&amp;appId=378011798897423&amp;version=v2.6\" id=\"socialSrcFacebook\" type=\"text\/template\"><\/script><\/p>\n<blockquote><p><strong><span style=\"color: #ff6600;\">If you liked the article, do not forget to share it with your friends. Follow us on\u00a0<span style=\"color: #ff0000;\"><a style=\"color: #ff0000;\" href=\"https:\/\/news.google.com\/publications\/CAAqBwgKMLG0nwswvr63Aw\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Google News<\/a><\/span>\u00a0too, click on the star and choose us from your favorites.<\/span><\/strong><\/p><\/blockquote>\n<blockquote>\n<p style=\"text-align: center;\">For forums sites go to <span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/forum.buradabiliyorum.com\/\" target=\"_blank\" rel=\"noopener\">Forum.BuradaBiliyorum.Com<\/a><\/span><\/strong><\/p>\n<\/blockquote>\n<blockquote>\n<p style=\"text-align: center;\"><strong>If you want to read more like this article, you can visit our <span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/en.buradabiliyorum.com\/technology\/\" target=\"_blank\" rel=\"noopener\">Technology category.<\/a><\/span><\/strong><\/p>\n<\/blockquote>\n<p><span style=\"color: black;\"><a style=\"color: #ff9900;\" href=\"https:\/\/thenextweb.com\/growth-quarters\/2021\/02\/09\/you-need-to-rethink-your-customer-experience-for-2021-heres-how-i-did-it\/\" target=\"_blank\" rel=\"noopener\">Source<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8220;#You need to rethink your customer experience for 2021 \u2014 here\u2019s how I did it&#8221; As the CEO of an SME business, 2020 wasn\u2019t exactly smooth sailing. The pandemic left us feeling like we\u2019d had the light switched off and were spun around until we were dizzy. It wasn\u2019t easy, but it looks like we&#8230;<\/p>\n","protected":false},"author":1,"featured_media":174015,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"https:\/\/img-cdn.tnwcdn.com\/image\/growth-quarters?filter_last=1&fit=1280,640&url=https:\/\/cdn0.tnwcdn.com\/wp-content\/blogs.dir\/1\/files\/2021\/02\/startup-plan-growth-2-gq.png&signature=7a01cf8ed9f5fa57b4dd7895e7fe24b5","fifu_image_alt":"","footnotes":""},"categories":[18],"tags":[],"class_list":["post-174014","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technology"],"_links":{"self":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts\/174014","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/comments?post=174014"}],"version-history":[{"count":0,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts\/174014\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media\/174015"}],"wp:attachment":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media?parent=174014"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/categories?post=174014"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/tags?post=174014"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}