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Digital transformation plays a vital role in offering organizations an opportunity to understand the modern-day buyer, engage with them, and follow through on their expectations with an omnichannel customer experience.

  • Define your strategy first before executing digital transformation:

The business world today is very fast-paced due to rapidly changing technologies and developments. Even the established companies are being disrupted every year by evolving and propelling technologies.

With all such groundbreaking ideas being brought into the marketplace, organizations need a long-term approach to adapt, contend, and survive in the current digital landscape.

  • A digital transformation strategy begins by posing 3 fundamental questions:
    • Where are you today?
    • Where do you want to be tomorrow?
    • What is your plan to get there?

Organizations need a strategy that not alone outlines which technologies need to be adopted but also incorporates protection from digital disruption. That is the reason understanding your core systems and processes to recognize opportunities is significant before harassing the potentials of digital transformation.

  • Reimagine the customer journey:

Now with consumers gaining control over the way companies deliver experiences, it’s time to build new experiences that meet their demands. A recent study shows that over 40% of respondents first prioritize customer experience for digital transformation.

Since every experience with a customer impacts their overall perception of a brand, exercising an approach that focuses on relationships with customers is a smart move.

In a survey, 72% of respondents said they are amped up about the shift to digital as it sets out new opportunities to create better relationships with customers. So if you endeavor to improve your customers’ overall experience, put your time and assets into technology that improves business relationships.

  • Create an agile, flexible IT environment:

Possessing the precise technology to power up digital strategies is vital in today’s business world. Over 45% of company executives think their firms lack all the essential technology to direct a digital transformation strategy. It’s good that organizations have realized the necessity of implementing agile systems and 86% of businesses now understand that cloud technology is critical to digital transformation.

  • Personalize the customer experience:

The buyers today want organizations to regard them as unique individuals, and acknowledge their personal preferences and purchase history. According to a certain review, 75% of customers admit being more likely to buy from a company that:

    • Remembers them by their name,
    • Keeps track of their purchase history, and
    • Suggests products based on their past purchases.

Best of all, they’re okay with organizations using their data. Without CRM, you can’t regard your customers as individuals. What’s more, without storing the history of how your business interacts with them, it’s unlikely to provide that unique experience.

With a CRM framework in place, you can examine and study customer-related data based on a customer’s previous interactions with your firm. This information can then be applied to create highly targeted messages to meet customers’ individual preferences, which brings about a more personalized experience.

  • A seamless multi-channel experience:

Technology has enabled consumers to get what they need, whenever they need it, and how they need it. The greater part of all consumers now expects a customer service response within 60 minutes. They further expect the same response times on weekends as on weekdays. This demand for instant assistance/service has driven organizations to remain available and on-demand, 24 hours a day, 7 days per week.

With everything now happening in real-time, the companies that offer immediacy, personalization, and accessibility to their customers will win out over the long haul.

No consumer today is tied to a single channel. They shop online, browse in-store, share feedback through mobile apps, and pose queries for your support team on social media networks. Bringing together all these interactions allows you to create a single digital profile each time a customer interacts with your business.

  • CX performance is stagnating among B2B brands:

Notwithstanding being a top priority for most B2B businesses in the course of the last few years, little progress has been made with regards to delivering a superior customer experience.

Truth be told, just 15% of B2B brands were considered ‘CX Leaders’ with a solid performance against 5 or 6 of the pillars. Otherwise, the majority of the brands turned out to be average with 56% delivering against 2 or 3 of the pillars, and a worrying 30% were rated ‘CX Laggards’ who don’t perform unequivocally on any of the pillars.

Steps B2B businesses can take to deliver a best-in-class customer experience in the digital age:

  • Set and design the right experience strategy:

Learn precisely how the customer experience will convey the brand promise and how the digital and human experience can interlink. This entails a thorough apprehension of diverse persona needs and mapping their customer journeys from start to finish.

  • Work towards internal consistency:

Improving internal consistency starts by eliminating organizational silos and integrating technology platforms to merge data from multiple sources and generate a single view of the customer.

The subsequent move is to invest in the right digital tools and consider building up a digital center of excellence comprising experts across different areas such as website, SEO, eCommerce, CX, advertising, and sales.

  • Design and implement external consistency:

To rejuvenate the brand and ensure the customer needs are being met along the entire journey, make sure cutting-edge digital solutions are offset with human experience. Each touchpoint, including digital, human, and eComm, should be handled flawlessly to create a consistent experience at whatever point and place a customer engages with the brand.

Lastly, it’s crucial to start pronto rather than waiting for perfection and measure and modify as you go along using feedback from the market.

With digital technology coming into the picture, customer needs are constantly changing. Companies need to learn and evolve to build that business resilience and achieve complete customer satisfaction.

Techouts has the right resources and experts to help make a difference in your business through a well-executed digital transformation strategy to attain superior customer service. If customer experience is your primary focus, we are the right technology partners.

Contact us today!


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