Handling Customer Experience During a Pandemic: Speed and Empathy

Welcome to Simplr® CXLife Today, a resource for staying up to date on the latest consumer trends, as well as retail, e-comm, and consumer technology headlines. I’m Madison Huffman with this week’s news.

Curve, a banking platform that lets you consolidate all of your bank cards into one Curve card and app, has been quietly testing its planned “Klarna rival”.

Buying used clothing is a trend that has skyrocketed within the past few years, with major players like The RealReal and thredUp leading the way in the industry. Walmart is betting the trend won’t slow down anytime soon. The company recently announced an e-commerce partnership with thredUp.

On a promising note, the unemployment rate fell to 13.3 percent and employers added 2.5 million jobs in May.

Speed matters when you’re talking to your customer. 

"The fastest growing brands are responding in under an hour." - CMO of Simplr, Daniel Rodriguez

Empathy is more important than ever. Everyone you talk to is experiencing something entirely new and unexpected. 

Chris Vetrano, Head of Partner and Customer Engagement at Lyft, perhaps said it best during his panel session at the Virtual Conference. Quote, “We’re all in this together. We don’t know what tomorrow looks like. When -- or if --  we go back to normal, what is that going to look like? ...Come down on the human level of ‘Hey, we didn't anticipate this happening to you. We didn't anticipate it happening to us. So, we're going to work through this together.’

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