Before we jump into the segment of your user experience, let us first understand the core meaning of digital transformation.
It is referred to as an initiative, a gradual or sudden usage of the digital medium, either willingly or reluctantly, to lubricate your firm or enterprise. The transformation has such a wide range of aspects and so colossal impact that it's hard to discourse in a statement or blog.
But the most prominent transformation that it has brought in the market is “Customer experience”. The change is transparently visible to all, the way it was and the way it is.
The value that digital technology has added to the customer’s experience has no parallel comparison.
According to a study by Forrester Consulting: In the past five years, customer interaction and customer experience have entirely changed, marking it as the "Age of customers".
According to The State of Commerce Experience 2021 study, around 79% of the customers tend to shuffle their retailers after having a poor experience.
The more digitalized the service is, the Better would be the customer experience.
For instance, if we consider chatbots, they have completely replaced the requirement of a service agent that eventually brings a greater experience to the customers. Unlike customer service executives, Chatbots have better capability to solve queries far more conventionally.
So, according to leading digital transformation solution companies, the adoption of digital transformation is not always a need; it is often a compulsion to sustain in this highly competitive market. Be it any sort of business you are involved in, Customer satisfaction should be the first and foremost thing that you have to focus on, and the only way out is to embrace the transition objectively.
Today's customers come up with high expectations from the services and products. They are so fickle-minded that a slight change or alteration in the service would make you lose your valuable customers. This can only be shielded if you promise to deliver a high standard of customer experience, and the vision could only be possible when digital technology integrates with your business model.
Another prime example is the mobile application. The tool offers your customers easy accessibility, Bifurcated preferences, proactive information, and a quick customer experience.
Whether it is E-commerce, travel, Education, Banking, or healthcare, the customer experience reaches a new height when the mobile application is incorporated into the work culture.
It also allows enterprises to offer instant communication, incredible support, a distinct customer experience, and a high degree of transparency. Technical achievements are introducing a change in how companies approach their customers and how their demands and expectations are getting addressed.
Some major changes with digital transformation are:
- Improving the standard of customer experience.
- Making the services easily accessible.
- Give instant support to the customers.
- Understand the preferences of the customers.
- Take proper feedback to improve the services.
- Cost-effective, Saves time and money.
- Facilitate higher revenue generation.
Enterprises across the globe are subsequently investing in the digital transformation tool taking help from certified digital transformation consultants. Technology researcher International Data Corp. forecasts that these expenditures will climb by 16.8% in 2018 to nearly $1.3 trillion. By 2021, they will have jumped to more than $2.1 trillion.
Few tools to enhance the customer’s experience are:
Social media listening tools: Few social media listening tools like HubSpot, Hootsuite, and Sprout social are the smartest of all technologies to give you some competitive advantages.
Customer Experience Suggestion Box: Ensure to have the right forum where every employee of your company can share their opinions to boost the customer experience. Often the ground-level Employees have a better insight of the objective. Every enterprise should have the correct tool for its employees that would promote their opinion of enhancing the customer experience.
Customer Feedback Tool: Collecting random customer feedback is very important to gauge the overall customer experience. Research, Surveys, and Stats must be conducted anonymously to obtain the perspective of the customers. This is only possible with the correct usage of digital technology.
CRM (Customer Relationship Management) System: CRM is one of the most important among all business tools to manage the aspects of customer relationships, i.e., Notes, Metrics, Data, and information. A CRM platform helps companies target different audiences, set scores and alerts based on an individual lead or customer's activity, proactively work with contacts, and maintain relationships.
As the culture of operation is evolving, we are asked to adopt a new working model which would be collaborative, Flexible, and innovative by nature. This sort of work and services will upgrade the customer experience, eventually graphing the growth and revenue generation of the business. This can never be possible without the intervention of these digitalized tools or digital customer experience solutions.
With the involvement of technology at a high scale, Clients realize long-term value for their users. The better the services are, the More commendable the customer satisfaction ought to be. The one who understands the importance of the technologies in depth would create a benchmark in the market. Today we are in a digital era where one can savor the complete advantages of a service or product with technology, and if you haven't yet adopted the transition phase, you need to buckle up soon to sustain your relevancy.