Digital Transformation is Improving Customer Experience: Here’s How
To We observe that people are more hooked to their phones everywhere we look; when you don’t have a battery, it feels like half your life is turned off, and you’re used to having everything readily available. Customers have changed as a result of technological advancements, and businesses are trailing behind. The chasm between trendsetters and slackers is becoming increasingly large. In general, digital transformation has to lead to new customer demands that businesses must satisfy.
Customer expectations are rapidly increasing.
According to a recent study by Intercom, while 73 per cent of support executives feel that customer expectations are rising, just 42% believe that they are reaching those standards. That’s a major disconnect between expectations and reality – and one that your support crew is all too likely to slip into.
This customer expectation gap – the difference between what consumers desire in terms of a personalised, efficient experience and what your team can feasibly offer – is an issue for organisations. Today one can easily book reservation at The Roseate or book a slot at Nigambodh Ghat from the comfort of their home. It’s more crucial than ever to stand out or lose out, with customer experience fast becoming a major differentiator, resulting in more consumer loyalty, more revenue, and better cost savings.
Large corporations are exemplifying this new focus on the customer experience, or how consumers perceive something in the firm, but expectations are growing in general, putting many smaller businesses under strain. Smaller businesses, after all, struggle to keep up with these developments and are unable to compete with larger enterprises.
Small Businesses have more Growth Opportunities
Despite SMEs’ limited capabilities and huge corporations’ complicated processes, smaller businesses may build a reputation for themselves. Smaller businesses may now stand out with only a few tools and resources thanks to this increased quality awareness on the side of clients. Employ special tools as per industry standards. It is no longer a huge difficulty to set up an ERP system, connect it to a CRM system, and provide customised estimates. For SMEs, such technological improvements are also simple to adopt.
It’s critical to have the consumer in the forefront of your mind at all times. This emphasis on consumer expectations aids in the rethinking of company structures and services. It’s also worth noting that, regardless of the work at hand, there are typically technologies available to assist with conversion. As a result, starting or adapting to the business culture is generally the most difficult task.
Get a new Competitive Advantage
Regardless of what sector they are in, leading organization are already aware that they will be required to become technology companies. That implies they must carefully deploy technology across their company in order to offer perfect experiences both internally and publicly. Many business executives are also aware that organizations that embody and appreciate design do better than their competitors. They don’t realise, however, that if they want to remain in business tomorrow, they must merge technology and design now to become an experience-driven organization.
An experienced firm combines technology and design to create unforgettable experiences for everyone who engages with their brand at every stage of their journey, from customers and prospects to workers and partners. The experience is the effect of these experiences and the memories that arise.
It is critical to comprehend client expectations and incorporate them into a plan in order to achieve this. Design thinking and other approaches can assist in maintaining this focus. This frequently necessitates the implementation of new organisational structures, business models, and technology. Digital transformation refers to the fundamental changes that firms undergo as a result of technological advancements.
Increase Productivity & Enhance Customer Experience
Of certainly, technology is the catalyst for change, but it is also the answer to the issues. CRM, ERP, online stores, mobile applications, and other technologies may all help you identify new methods to meet your customers’ demands. So it’s no surprise that many CEO surveys, for example, focus on developing numerous channels and establishing a coherent Omnichannel strategy.
New modes of communication are now normal for many managers, but they frequently fail due to the adoption of risk appetite.
Technology cannot be employed just to generate new client experiences and increase service. Additionally, by mapping processes and structures with digital technologies, efficiency may be increased, and therefore money can be saved. Companies may find it particularly appealing because of the increased efficiency and cost savings.