Digital Transformation
Digital transformation refers to the incorporation of digital technology into all parts of a business. It typically leads to significant modifications on how business functions and the value they offer to their customers.
In short, digital transformation involves changing the approach used by a business to interact with customers and the way an organization offers reliable experience wherever and whenever they want it.
Amazingly, it is the consumers in the driver’s seat and only companies that engage consumers frequently enjoy great returns. Most businesses that implement digital transformation strategy do so to improve their customer experience and customer satisfaction.
Greatly engaged customers purchase 90 percent more regularly, have 3 times the yearly value as against the average customer, and pay 60 percent more per purchase. So, what are you still waiting for?
What Is A Digital Customer Experience?
The concept of “digital customer experience” describes the entirety of the online exchanges a customer has with your brand. The online exchanges may begin from your company website, logo, chatbots, mobile apps, social media, and other means where the contact is virtual. The most significant aspect of this is the perception consumers go away with.
Digital customer experience is joint at the hip with the grand consumer experience, which comprises of in-store and other exchanges in the physical domain. Consumer experience involves building trust, displaying empathy, and maintaining a strong human connection.
However, the digital consumer experience is the online demonstration of these endeavors. From the logo, about us icon, to the contact us form, every interaction adds up to the general perception about your brand. Just ensure you have the technical knowledge and people skills to perform digital drives while guaranteeing an uncomplicated shift between these virtual and physical worlds.
Please note that customers usually do not think about the numerous phases of their journey like marketers do. Customers consider everything a single experience. Regardless of whether the interaction is online or offline, physical, or virtual, consumers demand uniformity across all networks and during the whole journey with your brand.
Benefits Of Implementing Digital Transformation
Organizations can expect the following benefits when they adopt digital transformation strategies.
Implementing Digital Transformation
Digital transformation offers immense benefits for your consumer experience and satisfaction. However, the HBR suggests that of the 1.3 trillion USD spent on digital transformation, over 900 billion USD was misused.
It is not enough to know the benefits of digital transformation. You must also know how to implement digital transformation effectively.
1. Tailored Customer Experience
Consumers today want to be treated with importance. They want you to know their personal preferences, purchase history, recommend products based on their purchase history, and address them by their names.
The good thing is you have personal data at your tips to improve your customer’s satisfaction. However, you need to invest in CRM to make the most of this opportunity.
2. Flexible And Agile IT Environment
You need to have the appropriate technology to implement digital approaches. There is a need to adopt flexible and agile systems and cloud technology can facilitate your digital strategies. The cloud facilitates business operations, tests project in a cost-effective manner and meet consumer needs faster.
3. All-In-One Multi-Channel Customer Experience
With the advancement in technology, consumers expect fast deliveries and quick response time. Therefore, organizations that can offer personalization, speedy response, and user-friendliness enjoy more patronage.
Consumers are not bound to a single channel. They can shop online, walk into a store, ask questions on social media platforms, and share feedbacks through mobile apps. You create a single and flexible digital profile when you tie all these interactions together whenever consumers interact with your brand.
References
Annacone, A., 2019. The 4 Types Of Digital Transformation. [online] Linkedin.com. Retrieved from: Annacone
Lund, J., 2021. How Digital Transformation Is Driving The Customer Experience. [online] Superoffice.com. Retrieved from: Lund
Noelle, C., 2021. How Is Digital Transformation Driving Customer Experience? | Processmaker. [online] ProcessMaker. Retrieved from: Noelle
Sitecore.com. n.d. What Is Digital Customer Experience?. [online] Retrieved from: Sitecore