Did you know that businesses will spend $2.8 trillion by 2025 in the US alone? Yes, you read that right. According to a Statista report, digital transformation spending will surpass $1.8 trillion by the end of this year and that number will soar to 2.8 trillion by 2025. This should not come as a surprise as 70% of organizations have already created a digital transformation strategy and are following it or working on one.
Even though digital transformation have long been on the agendas of organizations but the pandemic has made it a top priority for businesses and accelerated its adoption. Instead of using it to improve the efficiency and productivity of their internal processes, more and more businesses are now shifting their focus towards using digital transformation as a means to enhance the customer experience.
With customer expectations at all-time high, businesses need to get their act together to deliver a more instant and seamless customer experience. Consumer behaviors are changing rapidly. Gone are the days when you can expect customers to wait for a response to their question. Today, they demand instant response. Similarly, you could get away with a cumbersome shopping cart or sign up process but not anymore. Customers value convenience more than anything else.
So, how can you use digital transformation to deliver a great customer experience? That is exactly what we will discuss in this article. In this article, you will learn about ways in which digital transformation can drive customer success.
How Digital Transformation Can Lead To Customer Success?
Digitally transforming an organization is not as easy as it might seem. You will have to invest a lot of time and resources into it but the return on your investment is customer success. Instead of digitally transforming the organization all at once, start small with one department and then take it from there. If the initiative succeeds, you can extend it to other departments. This will also give you the confidence and experience to move forward in your digital transformation journey. More importantly, you will learn a lot of lessons along the way that will help you in the future.
Here are five ways in which digital transformation can pave the way for customer success.
1. Extract Actionable Customer Insights
For a business, there is nothing more important than understanding customer needs and wants. If you can do that, you can create a product or service that your customer wants to use. The better a customer can understand your behavior, the easier it is for a business to satisfy them. That is where digital transformation comes into play.
It allows you to extract useful insights from customer data and constantly improve the customer experience and cater to customer needs in a much efficient manner. You can also develop buyer personas, segment customers into different categories and even understand their pain points. All this helps you in developing better understanding of your customer preferences and tailor your products and services in accordance with customer needs.
2. Delivering a Personalized Experience
According to personalization statistics, 80% of customers are more likely to buy from a brand that offers a tailored experience. Moreover, 66% of customers want brands to understand their individual needs and 70% say that it can influence their brand loyalty. That is why we see more and more businesses investing heavily in personalization and their biggest objective is to improve the customer experience.
Digital transformation can also help you achieve that goal. Digitally transformed businesses give their businesses to communicate, access and perform a transaction anytime from anywhere from an internet connected device. This not only adds convenience but also leads to faster resolution of problems. Not only have that, digitization can also give customers more freedom and choices. They can choose their preferred communication channel or payment method. The more personalized experience, communication, messaging, products and services you offer to your prospects, the more likely they are to convert into loyal customers.
3. Improves Quality of Service
Just because you have a great product does not mean that your business will succeed. You also need to improve the quality of your service and also the customer experience. With digital transformation, you can build long lasting relationships with your customers. You will also look for ways to deliver a better customer experience and resolve any roadblocks your customers might be facing throughout their customer journey.
You can achieve this through constant communication whether it is in the form of keeping customers informed about new product releases, discounts and sales or shipping updates. You can dig a little deeper and identify customer biases and motivators with the help of data and target them to achieve even better results. You can even opt for a cheap dedicated server hosting to deliver an uninterrupted experience to your customers.
4. Faster Problem Resolution
With digital transformation, you can set up efficient monitoring and remediation processes that will help you in resolving customer queries and issues quickly. With customer expectations at all-time high, even a minor delay can put your brand reputation at risk or even worse, you might even end up losing customers.
Make sure you have a system that can extract data from organizational silos and consolidate it to a single dashboard. This allows you to identify trends, patterns and issues in real time. As a result, you can easily detect what’s the root cause of the problem and fix it before it negatively impacts your customers.
5. Increases Sales and Revenue
In order to create a seamless customer experience, every department will have to play their part. For instance, if you have a wonderful customer support and service team but your IT or marketing meme teams are letting you down, you will never be able to achieve desired results. Every department should work together as parts of a well-oiled machine. Your goal should be to create a seamless, unified customer experience that offers customers the convenience they need then you can increase your sales and revenue. Digital transformation eliminates with 20 best dedicated server hostings all the hurdles and provides a memorable customer experience which boost your sales and revenue.
Did your digital transformation lead you to customer success? If yes, then how? Share it with us in the comments section below.