Season 3: Episode 5 – SERVICE WITH A SMILE? Delivering customer experience in the face of mask wearing

Governments across the world have mandated a host of health and safety measures, including the wearing of face masks, to reduce the spread of COVID-19. Many of these regulations mean that customer experiences have fundamentally changed, putting customers and businesses into an unprecedented state of uncertainty. This week of 1st March, we are joined by authors of a new Ipsos whitepaper: ‘Service with a smile? Delivering customer experience in the face of mask wearing’: Jean-Francois Damais, Manuel Garcia-Garcia and Fiona Moss.  In this paper,  the Ipsos team investigates the extent to which wearing face masks impacts our ability to foster human rapport and build strong relationships, and provides guidance for organisations charged with designing and delivering positive customer experiences within these constraints. With mask wearing likely here to stay, and for some considerable time yet, how do organisations create meaningful ‘masked moments’ that encourage customers to return, spend and recommend, while also ensuring that customers and staff stay safe? Read the paper here, and click here for other recent CX thinking. Find out more about Customer Experience at Ipsos.