In a world where technology is constantly evolving, companies are having to rethink their business strategies and transform their business cultures. Cloud computing, social media networks, and the Internet of Things are just a few technologies which are prompting this change. It’s an age of digital transformation.
Infor’s H&L Digital team defines digital transformation as, “…closing the gap between what your digital customers expect and what your analog organization can actually deliver.” Mark Edmead, an IT transformation consultant and trainer, defines it as, “…the acceleration of business activities, processes, competencies, and models to fully leverage the changes and opportunities of digital technologies and their impact in a strategic and prioritized way.”
So how can you and your company embrace the age of digital transformation and achieve success while remaining relevant and competitive? Here are two steps you can take to succeed in the world of digital transformation.
Make customer experience a top priority
If you want to be successful in the world of digital transformation, you should make customer experience your top priority. Today’s customers have higher expectations than ever before. If companies don’t want their customers to turn away from their product offerings, they should focus on providing their customers with products and services which align with the customer’s values and needs. Good customer experience comes from companies who keep their customers engaged. A Rosetta white paper shows that “engaged customers buy 50% more frequently, spend 200% more each year, and are five times more likely to indicate that [particular] brand is the only one they would purchase in the future.”
Keep your customers engaged through social media channels like Facebook and Twitter, or through blogs. Such tools allow you to talk directly to your customers, and allows them to share their experiences regarding your products and services. This feedback will provide you with insight you can use to improve your business, products, and overall customer experience. According to Mark Benioff, CEO of Salesforce, “…the future of communicating with customers rests in engaging with them through every possible channel: phone, email, chat, Web and social networks. Customers are discussing a company’s products and brand in real time. Companies need to join the conversation.”
Be willing to adapt
Rowena Revill, Director of Dorset Creative, said, “You only need to look at the digital transformation trends of 2016 to see why the fast adoption and adaptability of digital technology needs to be a core component of many businesses objectives, no matter what their sector is.” To be successful, companies must be willing to adapt their business cultures and business operations with new technology. For example, telecommuting has become the norm for many companies. Businesses must adapt by providing secure, efficient, mobile access to the information and tools employees need to do their job. In the age of the consumer, companies should adapt technology in different ways to best serve the needs of the customer. If companies don’t act now in adapting to industry shifts and integrate new technologies, they will end up falling behind in the digital transformation trend.
If you are having trouble making the digital transformation, let the experts at Commercient help you.