How Digital Transformation is Driving Customer Experience

How Digital Transformation is Driving Customer Experience

In this digital era, businesses that need to stand out and remain competitive have to modify their business models to accommodate the current market changes.

Companies are embracing digital transformation to cope with customers’ demands.

Nowadays, customers are after informative content concerning the products they want to buy and in the right format. Such information should be easily accessible on the device of their choice.

As a business owner, you have to adopt the right strategies to lure in customers to your business.

Businesses should integrate current technologies to deliver outstanding customer experience and feel that they are in the right place.

Most organizations have implemented or are in the process of implementing strategies to attract customers’ attention.

According to the Digital Business Report, more than 47 percent of the companies are yet to start their digital transformation, whereas 59 percent are afraid that it might be too late for them to get started.

What do we mean by digital transformation?

Digital transformation involves the use of digital technology in all areas of the business, leading to crucial changes in how a company runs and the value rendered to its customers.

In simple terms, digital transformation refers to the changes made by the business to provide outstanding customer experience to its clients regardless of their location and the time they need it.

Most organizations integrate digital technology into their businesses to improve customer service and ensure customers are satisfied with the services provided.

Businesses that are digitally transformed are likely to have more audience when compared to those that are yet to transform. The advantages of interacting with your customers through digital platforms are as follows:

60 percent of customers are likely to buy your products or services

They will more likely tell their friends about your brand

There is a likelihood that they will stick to your brand even if your competitors have a better brand and slightly lower prices.

Additionally, highly engaged customers are likely to shop more often when compared to an ordinary customer.

According to the MIT study, companies that have adopted digital transformation are more profitable than their counterparts.

Embracing digital transformation can boost your business revenue leading to an increase in profits.

In order to render better customer experience, a business should have an understanding of the type of digital customers the business is targeting.

The New, Digitally Conscious Customer

The digital technology has changed consumers’ perception towards certain products.

Customers can get what they want promptly with the help of cell phones, applications, automation, machine learning, among other digital devices.

Access to the internet has made it possible for customers to interact with new digital technologies. A potential customer can use applications or any other device to obtain the needed information regarding a particular brand.

Due to the competitive nature of the business world and the use of modern technology, customers settle on businesses whose services are highly rated.

Before digitally transforming your business, it’s essential to think of how to connect with your customers.

Nowadays, the customer service team is more than receiving calls or fax from customers. Digital is more proactive rather than reactive, as it is intended to help customers seeking support through all the available digital means. Customers can use social media, forums, review sites to make inquiries with the business.

Getting Started with Digital Transformation

Digital transformation provides a platform for businesses to learn more about digital buyers, interact with them, and provide outstanding customer service to their concerns in various customer platforms.

$900 billion out of the $1.3 trillion invested in the year 2018 has gone into waste.

What are the reasons that lead to the success/failure of the digital transformation efforts?

Here are the measures that can lead to the success of your digital business transformation.

1. An agile, flexible IT environment

In today’s business world, having the appropriate technology in place can promote the success of your digital strategies. It surprising that more than 45 percent of managers believe that their companies don’t have the right technology to facilitate their digital transformation strategies.

Most organizations are well-informed about the importance of implementing agile systems, and more than 86 percent of companies do not doubt that cloud computing is vital in digital transformation.

Cloud technology is more preferred by most companies as it fast, flexible and dynamic making it possible for an organization to try new projects that are slightly inexpensive and whose levels of risk are low, helping the business to utilize technology to meet the needs of its customers promptly.

Establishing a connection to the SaaS applications like mobile apps, Customer databases, web, Big Data, you can take note of the areas your customers view the most. This will help you to find out the time customers transact with you and why they stick to your brand. This can help you to better the customer experience.

2. Personalized customer experiences

Nowadays, customers want companies to treat uniquely and learn about personal preferences as well as their purchase history.

As revealed by the Accenture, more than 75 percent of the customers prefer to shop from companies that:

Know them by their names

Well-informed about their purchase history

Commends products depending on the history of previous purchases.

They feel appreciated when the company makes use of its data. More customers are happy to have their data used by the company to enhance their experience.

This can only be possible if you invest in CRM

In the absence of CRM, it would be impossible to treat your clients as individuals. Lack of proper record keeping concerning the history of how your business engages them can make it challenging to offer a unique experience.

A CRM system makes it possible for businesses to analyze and get to understand the customer-related info centered towards the customer’s past engagement with the company. You can get to understand this through customer inquiries, product quotes, and the requests made. This information can be relied upon to come up with highly targeted messages to suit customers’ individual needs, which leads to a better-personalized experience.

Conveying the appropriate message to the appropriate person at the right time is one of the factors that lead to the success of the digital transformation.

3. A seamless multi-channel experience

The use of technology has made it possible for the customers to get their needs at the time of the need regardless of where they are. Most customers expect businesses to respond to their inquiries in less than an hour, including weekends. To ensure customers are satisfied with the business services, businesses have been forced to operate 24-hours a day, seven days a week.

Nowadays, companies that guarantee immediate feedback, accessibility, and personalization to their customers are likely to stand out in the long-run.

Customers are not limited to a particular channel. It is vital to have a strong online presence since customers can contact you via social media and ask your support team questions regarding the products they are about to buy.

Conclusion

In this modern era, companies that intend to stand out and remain competitive should consider implementing digital transformation strategies, if they are yet to do so.

It’s through the digital transformation that organizations can engage online buyers and provide unmatchable customer experience regardless of the platform or location.

Digital transformation is something that can only be achieved in stages due to its complexity.

It is crucial to think of cloud solutions rather than purchasing in-house systems. Cloud solutions are known to help companies to meet customer needs promptly. Cloud service providers are responsible for the system updates, which means you don’t have to worry about the cost involved.

All that customers need is a personalized experience. With the use of CRM software, you can learn about the previous customer engagement, purchase history as well as the behavior.

Customers are after seamless experience no matter the channel. Think of how to integrate all the digital platforms in your organization to better customer service.

Adhering to these factors will help your company to successfully implement a digital transformation, which will enhance the customer experience as well as expectations.