Back Customer Evolution & Digital Revolution
When it comes to digitally transforming a business, not everyone is a revolutionary. But make no mistake – the revolution is here, and consumers are demanding more. This means businesses have no choice but to integrate the technologies that reimagine how they work and relate to their customers.
Digital transformation is a cultural shift. Offering digital services is an inevitable necessity of customer-facing businesses. Of course, digital transformation is about more than just accumulating shiny new systems or devices. It’s also a cultural shift. Businesses must be willing to examine and question their status quo. They need to put themselves in the shoes of their customers to understand what they are looking for. And then they need to be open to experiment, even to fail, and to keep refining. The results are well worth the effort.
Today’s customers
Informed, connected, and expecting more
Customer expectation
- Constant communication
- 24/7 problem-solving
Tools & Solutions
- A problem-solving chatbot providing quick, helpful responses to feedback and questions
- Live online consultations
Outcome
- The feeling of an active dialogue helps build rapport and improves the broader user experience, and with it the customers’ feeling of connection to the business.
No time and even less patience
Customer expectation
- E-commerce accessibility on all devices
- Ease of use
Tools & Solutions
- Press of a button purchases & renewals
- Delivery tracking
Outcome
- Such efficiencies make it easier for customers to use the services of the business, enhancing brand loyalty and referrals, which in turn improves profit margins.
In this world of digital transformation, the levels of communication, efficiency and convenience that customers demand are certainly unprecedented. But they have become an immutable fact of business life and cannot be ignored.
