How to become customer centric through digital transformation
Much of the digital transformation we are seeing today is a reaction rather than a purposeful strategy. To keep up with today's always-connected customers, companies realize that they must embrace technology to deliver a customer-focused personalization strategy that delivers the ultimate customer experience.
Today's customer expects instant results anytime, anywhere and in any form, and as a result, the modern customer journey is now driving a flow of digital transformation across brands of all kinds, and although putting the customer first is already at the heart of many organizations' strategy, Creating a customer experience opens a new window for you.
In this article, learn about the importance of digital transformation in gaining customer interest.
What is customer-centric digital transformation?
Digital transformation has become a trendy buzzword – but customer-centric digital transformation is a very real and powerful strategy that many companies are turning to in order to redefine their brand, operations and more.
Customer-centric digital transformation has taken on many definitions, but in simple terms it is about using digital technology to improve and change how businesses interact with their customers by making them the focus.
Customer centricity is best achieved by integrating personalization technology in all possible areas – simplifying channels and portfolio by understanding customer needs and behaviours. A true customer centric business model must focus on the customer decision journey and keep the acquired insight at the core of your business strategy. .
DocSuite places great emphasis on improving customer experience by:
Ease of Use: An intuitive and easy user interface helps customers easily interact with the system.
Data Storage: Provides effective means of storing and managing customer data in a secure and organized manner.
Provide information quickly: Offers search and filtering capabilities that allow users to quickly find relevant information.
Instant interaction: Provides means of instant communication such as live chat or notification system to effectively meet customer needs.
Data Analysis: Helps understand customer needs by analyzing data and using it to improve services and products.
Customization of services: Allows the provision of customized services and products according to customer needs and preferences.
Customer Support: Provides effective means of providing technical support and answering customer inquiries.
Integration with other technologies: Allows integration with other systems to improve customer experience and improve efficiency.
Regular Updates: Provides regular updates to improve performance and add new features to meet changing customer needs.
How to become more customer centric with the right digital transformation
Digital transformation is likely within your organization's reach if customer experience isn't already driving your company's digital culture. In fact, the direct impact of customer centricity is the driving factor for many of today's digital transformation initiatives.
Organizations with a disconnected customer experience or unable to clearly see critical data points in order to improve the customer journey may be ready to make changes. This type of digital transformation can require changes to processes, data infrastructure, technology, and customer touchpoints.
Other signs that change and transformation may be necessary are low customer satisfaction, a low number of repeat customers, or poor word-of-mouth performance. If your business is experiencing any of these patterns, your customers are likely not having the best experience.
Not having the data needed to develop a good understanding of your customers and their lifecycle is another red flag. Digital transformation that involves making changes to how data is collected and used to understand the customer journey can provide better insight into challenges and opportunities to make additional improvements.
Digital transformation may also be necessary if your current customer experience cannot be measured. There can be no improvement without meaningful metrics and insights. Historically, many metrics and reports have been siled and difficult to link, resulting in information cobbled together from too many sources. And less actionable visions.
Investing in the digital transformation of systems, platforms and processes is key to resolving these vulnerabilities.
Exceptional customer experience should be the driver of transformation
In a recent global digital study, where business leaders were asked about the factors that influence their decision to implement a digital transformation strategy, nearly half of organizations cited customer experience and satisfaction as key influencing factors.
A study from Rosetta Consulting found that these clients:
They are 6x more likely to try a new product or service from their favorite brand
They are 4x more likely to refer your brand to their friends, family and acquaintances
They are 2x more likely to make a purchase using their favorite brand, even when a competitor has a better product or price
Furthermore, the study found that highly engaged customers buy 90% more frequently, spend 60% more per purchase, and generate 3x more annual value (compared to the average customer).
Delivering services for a customer-centric world
To accommodate the new modern-day buyer, your business needs to think digital-first, because your customer already does. Today, there is no difference between online and offline, and customers expect the same brand experience whenever and wherever they want it, whether it's on Desktop computers, mobile phones or in-store.
Digital technology has changed consumer habits and changed expectations, if your business isn't, it's time to think about customer-centric digital transformation.
Why everyone should be customer focused in 2024
Customer experience is set to be the number one brand differentiator in 2024; 1 in 3 customers will leave a brand they love after just one bad experience; Customers are willing to pay a premium rate of up to 13% (and up to 18%) for services just to get a great customer experience.
49% of buyers made purchases after receiving a more personalized and attentive customer experience
Customers who rate companies with a high customer experience score (i.e. 10/10) spend 140% more and remain loyal for up to 6 years.
In six years, you will notice:
More sales and revenue
Greater market share
Improving services and support
Enhancing speed to market
Low operational costs.
The success of almost all businesses now depends on a strong digital customer experience.
DocSuite focuses on achieving the right digital transformation through several aspects to improve the customer experience, including:
Facilitating access: The DocSuite system effectively facilitates access to digital information and documents, which increases the speed of response to customer needs.
Improving interaction: The system improves interaction between the company and customers by providing effective means of communication, such as live chat and customer relationship management (CRM) systems.
Continuous Improvement: DocSuite supports continuous improvement by providing data analysis tools and reports, which helps the company understand customer needs and adjust its strategies accordingly.
Security and Privacy: DocSuite ensures that customers' sensitive data and information are protected, building strong trust and enhancing digital interaction between the company and its customers.
Integrated experience: The system works to achieve an integrated customer experience by linking various digital processes, such as online shopping and customer service over the phone, to provide a smooth and consistent experience.
Using these strategies, DocSuite seeks to enhance digital engagement and achieve customer satisfaction through the right digital transformation.
Customer experience is the heart of digital transformation
Customer-centric digital transformation is when you shape your digital transformation strategy and decisions around your customer's data and experience. It allows you to base your decisions on the foundation of every business and its profits.
Customer experience is sometimes confused with customer service, but customer experience goes much further than that. It defines every experience and interaction with a product or service at every stage of the classic sales cycle, from attracting attention to generating interest to increasing desire and take. Action.
It is worth noting that the customer-centric approach does not conflict with achieving common digitalization goals such as:
Streamlining internal business processes.
Increase operational efficiency.
Upgrade tools.
Digitization of communications, promotion of remote work, etc.
The main goal behind these initiatives will always be to reduce spending and increase company profits, and these goals cannot be achieved without focusing on the customer and linking your initiatives to their needs.
Putting customer experience at the heart of your digital transformation allows you to find ways to reduce costs and increase revenue organically.
Look at Uber, Airbnb, or Spotify. The leadership at these companies focuses on personal, convenient interactions and connections with their customers, and that's what has made them some of the most successful companies in the world.
Of course, this does not mean that other companies should take the same approach. What works for a startup company may harm more mature companies. What helps one industry may be a waste of resources for another industry. Every solution must be suitable for a specific company or product.
By shaping their digital transformation efforts around customer centricity, traditional companies have a much greater opportunity to achieve their business goals.
To start building a digital transformation strategy, consider these key questions:
What does your ideal customer experience look like?
What can be achieved in the short and long term?
How do your customers experience your organization?
What do your customers expect from you?
What do they need but aren't getting from your company?
Digital transformation is best done when you focus on improving the lives of your customers, solving their problems faster, and communicating with them better. Digitalization is where businesses and IT must meet and stay side by side.
Business managers who understand the market can partner with IT leaders and innovators to take customer experiences to a new level with breakthrough digital transformation.