Author: Qurat-ul-Ain

We dwell in an uber advanced technological era that fuels rapid digital transformation within the nano-second. Today, our lives have narrowed down to an array of devices that we control with the power of a button or click or more subtly, a voice command. To say that we are ruled by digital transformation is an understatement – it is actually the other way around. Had it not been for a relevantly growing audience and their demands for a better customer experience, digital business transformation might not have been as rapid as we see today.

“The customer is ____ right!”

(a) Always                 (b) Frequently                (c) Both (a) and (b)                 (d) You Wish…

Digital Transformation and the Connected Customer

What is Digital Transformation?

The current market reality is leading business models and marketing agencies to produce content in relation to strategies that are robust with the tidal digital wave. Technology is helping marketing agencies to express their traditional strategies with the help of a digital medium for a thorough customer experience. According to MIT, 29% of digitally transformed brands are more likely to benefit in their businesses as compared to companies that still rely on print media.

Can You Digitally Transform Your Brand Right now?

As per IDC, approximately 34% of the world’s global companies are currently aiming to transform their marketing strategies through digital transformation and expression by the end of 2020. However, if you consider the State of Business Digital Report, approximately 55% of such novice companies are ‘nervous’ and ‘afraid’ of digitalizing their companies.

And why, you might ask? The digital world is not too kind with businesses that are just starting their transformation journey from print media online. Companies are at risk of losing inventory and investment before they can completely transform their businesses digitally and reckon a better customer experience. As per popular data, your brand might begin to lose business and sales within the first 6 – 12 months of its digital transformation journey.

Digital Transformation – A Conscious Customer Journey 

Sadly, a year is not a lot of time to completely revamp your marketing strategies, right? But, we can help you make sense of it before you come crashing down. First things first – you have to realize that digital transformation services are your gateway to success. But, there are more numbers of companies taking a go at it and failing at it than those who succeed – and this is not due to the lack of investment!

Companies forego the main necessity behind digital transformation – better customer experience, of course! So, how can you make sure that your brand is up and about digitally but also relevant to a multi-faceted customer experience?

1) Better Cloud Technology

With over 86% of companies currently that prioritize cloud adaption as a crucial adjustment to workflow automation, you too, need better technological resources to fuel, manage and back-up your customer-related data. Big Data is manageable, thanks to better SaaS applications and cloud technology that stores and recruits data with a 360-degree view on a database.

2) Personalization is Key

For any ecommerce brand, data is the most essential tool that allows your company to dive into your customer’s mind. The more data you have of your consumers, the more enriched, personalized and timed customer experience your brand would be able to provide. Plus, you’d be able to eliminate the competition by answering your customer’s demands in a more proactive way than others!

For instance, by knowing your consumer’s purchase history, you can either recommend similar products or services with personalized discounts that work in their favor. You can readily pool in your investment into CRM solutions that collect data from your consumers’ browsing history with consent. You can also send relatable surveys to your customers to make them more aware of your products or services in order to gain customer-related data promptly.

3) A Multi-faceted Customer Experience

Your customers expect your brand to help them feel empowered at all times. With technology serving your customers at their every whim, derive a way with which you can remain connected to your customer even while your key operators are away. Despite having multi-faceted channels, hire a keen digital media strategist who can tie your social media responses to the ones delivered to you via your website, email and online store.

Your job is to respond to your customer’s query before their patience runs out – and they take their business elsewhere. Hire a pro customer response team that can make use of CRM solutions to send targeted messages as well as acquire data from consumers to provide an enriched customer experience. Make sure your customer response team evaluates queries and responds in real-time.

Conclusion

Today, customers aim on connecting with brands on a deeper, individual level in order to derive a personalized customer experience. High engagement and better personalization allows customers to shop 90% as more as compared to an average customer! Plus, a digitally transformed brand is more likely to retain highly engaged customers which might eventually lead to 3x the annual value of the company as a whole!