The global marketplace across industries is rapidly becoming more and more complex. Technology is enabling swift momentum in the economy and, like it or not, it’s here to stay. Contrary to the viewpoint of many legacy organisations, technology is intended to make people’s lives easier and more efficient. With so many apps and programs, many organisations find the hardest step is knowing where to start.
Put the customer first.
Companies have seen the most rapid and immediate financial gains by putting customer experience at the forefront of their digital transformation strategy. Design your strategy to give the customer what they want. This often includes:
- A user-friendly, straightforward interface personalised for their needs
- Self-service options for quick and easy access to information
- 24/7 availability and mobile flexibility
- Proactive engagement from vendors
Why does it matter?
Change can be hard — no one said kicking-off a customer experience initiative that centers on digital transformation would be easy. But here are cold-hard facts to give that extra push:
- $84 billion is lost annually by American businesses due to mismanaged customer interactions
- 67% of customer churn is preventable if the customer issue is resolved at the first engagement
- By 2020, customer experience will overtake price and product as the key brand differentiator
How do you get there?
Successful digital transformations happen with transparent collaboration, thoughtful planning, and diverse stakeholder input. We’ve compiled our ideas on this topic in the white paper: Aligning People, Process & Technology: An Action Plan for Customer Service Excellence.
Be sure to share your thoughts below in the comments section!
- 2011 Global Customer Service Barometer: Market Comparison of Findings, (2011). Echo Research.
- ThinkJar annual survey and associated ThinkJar research, 2016
- Walker Information