Thanks to the digital disruption of today, businesses are faced with new challenges of how to interact with their customers. In order to not loose any customers and to keep up with new developments, businesses need to follow through on these three steps.
To leverage digital disruption and digital transformation, businesses need to pull out all the stops.
Today, our organisations have access to a lot of data, which is a challenge when trying to provide a connected customer experience. Everyday, consumers use multiple devices and channels to connect with each other and to brands, which means a big challenge for any product or service provider.
While most companies can master being present on multiple channels, few are able to deliver seamless, personalised journey that survives the customer switching in between different digital channels. With this in mind, here are 3 steps B2C's can (and should) take to start their digital transformation and stand out from the crowd.
Read more: The Future of Business: data and digital transformation
1. Get control over your data
Collect and analyse all of your customer data in one single place, through a dynamic platform, so that you never miss any customer interactions. If you can’t do this through one single system, make sure that your systems are speaking to each other and feeding data into a single interface.
By collecting and analysing big data, you can combine customer micro-moments with meta-data to create interactions that feel tailored and personalised to your customers.
Related content: Get Data Smart: Your data science 101 guide
2. Be relevant and personal
Ensure your marketing and post-sales communications are relevant and personalised (which can only be executed through following through on the previous step). Understanding your customers is key here; collecting customer feedback and being proactive about how you manage it is imperative for success.
Related content: How digital innovation trends impact customer experience
3. Automate, automate, automate
Through an automated platform, you can make sure that your data is shaping your customer experiences across different channels and types of interactions.
Ensure that each of your platforms are aware of each other and feed information through intuitively. Your website needs to know what experience customers have had on LinkedIn or Facebook, how they have engaged with different apps, and what kind of in-store digital experiences customers have had.
Learn more about how your business can succeed through digital disruption with our free Customer experience in an age of digital disruption ebook!
