Let’s consider a number of ways in which a customer-centric approach is vital in digital transformation – and how working with a digital transformation agency can help you put the customer first.
Providing products and services that customers actually want
The true potential of digital transformation is to enable you to reimagine your offering – based on an improved understanding of customer needs and preferences. In their respective markets, Netflix, Spotify and Amazon redefined video, music and retail for a digital era. Your organisation can apply similar methods to evolve your digital transformation and products around the customer. Working with a digital transformation consultancy, you can use customer interviews, focus groups and surveys to guide your initial vision. Customer testing and feedback sessions can further steer transformation around customer needs.
Thinking beyond process and technology improvements
When embarking on digital transformation, it’s easy to end up reinventing the wheel – by simply digitising your existing business processes. At the other extreme, some organisations get so carried away by the technical possibilities that they build a state-of-the-art solution – without checking if customers actually need it. These problems come from thinking in a business-focused way. To be customer-centric in the digital age, you should think of your organisation as a part of the customer’s digital ecosystem. Your consultancy can help to flip the viewpoint around.
Creating a delightful customer experience
It’s increasingly accepted in business thinking that the most important factor for customers in their perception of you is the quality of the experience you provide to them. Improving the customer experience (CX) is therefore rightly becoming a central consideration for digital transformation. Today, customers are challenging your organisation to give them an outstanding experience in all their interactions with you – and your consultancy can help you meet this challenge. They can help you ensure great CX – by enabling data integration across customer service, sales, marketing, operations, logistics, and all the other facets of your business that customers engage with.
