Digital transformation is a necessity in the modern workplace.
We’re currently experiencing a digital revolution which has shaken up the conventional way of doing things.
To reach maximum productivity it’s important to embrace modern initiatives, those which will ultimately improve a company’s bottom line.
Going digital is essential, especially when you think about how business strategy is often built on innovative technological solutions.
How could you possibly compete without digital transformation?
The answer is with great difficulty, a huge incentive for focusing your attention on changing with the times.
There’s no going back, meaning it’s better to embrace digital than lose relevance entirely.
You only have to observe smartphone culture to realize the way to add value for the consumer has changed completely.
Phones dramatically influence everyday decisions, meaning it’s probably about time you focused on interacting with customers where they spend most of their time.
OK, so this might sound great in theory but unfortunately it’s not all rainbows and butterflies.
There are many digital transformation challenges to account for and overcome to transition in today’s digital climate.
Many digital transformations fail when companies don’t forge a path forward.
In an ever-evolving digital world, digital transformation challenges are inevitable. With change comes significant risk, which is why it’s important to create a plan of action to mitigate risks and circumnavigate problems.
Risks should never be completely avoided, but embraced to strengthen business philosophies and take the leap of faith necessary to evolve.
Though learning from first-hand experience is often the most therapeutic educational method, knowing about challenges before they surface will give you the leverage and awareness to avoid common pitfalls.
Some pitfalls are unavoidable, but you’ll at least be equipped to devise a plan of action and deal with issues when they arise.
But what digital transformation challenges should you look out for, and most importantly know how to overcome?
Let’s get stuck in!
People are at the heart of change.
Though technological solutions play a critical role in development, it is people who have the ultimate say in whether change has a positive impact or not.
It is people who are responsible for operating new software, people who are responsible for embracing new initiatives and ultimately people who are at the heart of your business.
But without the support of your team it’s difficult to progress in a forward-thinking fashion.
Resistance to change is a common stumbling block, one which can be a huge drawback when companies attempt a digital evolution.
Employees who grow accustomed to their current role can view change as disruptive and potentially threatening to their status.
That’s why it’s important to embrace change at the core of company culture and organizational structure.
Employees should perceive change as the new norm, understanding it’s not only beneficial but necessary to remain competitive in today’s business climate.
Boosting morale means altering staff perception of change, something which will naturally boost productivity.
Encouraging the right staff attitudes is one thing, but they’ll also need the requisite skills to complete new tasks.
The most digitally literate team members rarely have the time to train others as they focus on their core competencies.
The skills gap can become more pronounced as a result, where the type of change necessary falters because skilled staff don’t have the time to fuel digital growth.
Employee pushback can set companies back significantly, but a creative solution to overcome this is building a customer-centric culture.
By focusing on how to best generate value for customers, employees are more likely to embrace new initiatives with a true appreciation for how new initiatives directly benefit the consumer.
A customer-centric approach helps employees realize the importance of new initiatives, how they cater to the modern customer and ultimately increase productivity.
A customer first approach should focus on the following three arenas:
- Customer Service
- Employee training & development
This will enable you to meet the needs and wants of your target demographic.
As a business you should incorporate multiple channels, giving customers an opportunity to explore your business from multiple angles.
If given the opportunity, customers will interact with your business in many ways, taking advantage of multiple channels.
This means it’s important for you to adapt an omnichannel approach which caters to your customer’s tendency to jump from one platform to the next.
They might look at your website, visit you in store or search from a mobile device.
That’s why it’s important to have all angles covered, catering to the modern omnichannel shopper.
This customer philosophy is trending upwards, underlining the importance of establishing a firm digital presence if you’re looking to establish a loyal customer base.
Providing multiple sales channels while building support centrally will enable fluid customer service across various touchpoints.
Expand your business across multiple marketplaces, prioritizing digital means like your website.
You should consolidate this with a variety of customer support channels, before adopting a customer engagement system.
An omnichannel approach isn’t the easiest thing to execute, but by doing so you’ll certainly risk losing a large portion of your demographic.
This makes the investment worthwhile.
The Evolving Customer Experience
Customer service has long been a driving factor in the business world, but in recent years its importance has elevated even further.
Customers value their experience with brands above everything else, using this as the main barometer to gauge whether they’ll continue to engage with a particular business.
Delivering on customer service is a key differentiator across all industries.
This extends to both online and offline stores, alongside various other touchpoints along the customer journey.
But meeting evolving customer expectations doesn’t allow businesses ample time to adapt.
This is pivotal when you consider a single negative experience can be a silent killer.
Many consumers who leave dissatisfied will never tell you why, but perhaps share their experience in either an online setting or in person to friends/family.
Word of mouth can spread like wildfire, forming a negative perception which is perhaps at times unwarranted. This is a big reason why it’s crucial to nail every single customer interaction!
Focus on building customer experience from the bottom, mapping the customer journey and focusing on optimizing touchpoints along this journey.
To retain customers for the long term means you’ll need to focus on more than just sales.
Prioritizing the customer journey enables companies to focus on stable growth by improving sales and retention.
Meeting customer expectations has everything to do with working out what appeals to them most. By truly understanding their needs you can build your business in a way that caters to their exact needs.
The customer should be at the center of business operations if you’re to survive digital transformation.
This will help you build a foundation for a better business.