Digital technologies have altered how businesses and companies interact with each other. The old business model of chasing orders and meeting customer requirements is fast becoming a thing of the past. With consumer demands are increasing, there is a real need to focus on engaging your customers in new ways. You no longer need to wait for them to ask you if something is available. It’s time to get proactive. Here are 6 tips for successfully navigating a digital transformation.
Don’t try to do too much at once. You may have to convert a certain number of clients to understand what you’re trying to accomplish. Don’t push your luck by asking new clients to switch genders or race cars. Work carefully to get the understanding across that you’re looking to enhance their lives through digital technology.
Focus on results and not results only. Sometimes it’s okay to provide a qualified response to an inquiry. However, don’t go crazy filling out every single form or responding to every single email. Remember that you’re dealing with busy professionals who might have many questions for you. If you send the same standard email to two different clients, chances are both will receive a generic response. The same standard email will also be resent if you respond to an inquiry with a different font and different language.
Don’t assume clients know what they want. A digital transformation involves an enormous amount of communication. When clients don’t understand the nature of their work or the steps to take, they will usually look for someone else to do it for them. When you offer honest advice and discuss the changes you are going to make, you won’t have any trouble working with them.
Listen. One mistake that many companies make is that they send information to clients that has absolutely nothing to do with what they’re trying to accomplish. For example, when a customer sends an inquiry about changes to be made in their accounting, they might mention their budget as the only thing they are concerned about. If you keep your communications simple and relevant, you will set yourself apart from your competition. A digital transformation will help your business, but you must ensure your information is accurate and tailored to meet the individual needs of your clients.
Know who your audience is. Digital transformation is about making the business easier for everyone, not just the most technically savvy person. When you understand the challenges and expectations of your specific client base, you can create a strategy that addresses those issues.
Don’t assume your clients know what they want. Your clients may not be clear about what changes they need or what they’d like to see in order to resolve an issue in the business. Even if you’re handling all of the technology and processes behind the change, you still need to have an understanding of how clients think and how they interact with technology. Digital transformation works best when it’s delivered in a way that’s intuitive to your clients.
Take risks. You can get caught up in the excitement of planning and implementing a digital transformation. Before you commit to a project, take the time to thoroughly assess your strengths and weaknesses as well as the skills of your agency and your client. Digital transformation requires patience, attention to detail, and flexibility.
Know your clients. Before you can effectively integrate digital into the business, you have to know who your target audience is and what their wants and needs are. You should also have a good idea about the current state of your agency. All of these factors will have an influence on the direction you want to take. While some transformational activities may require a small investment of money, knowing which activities to include and which to discard will help you avoid spending more money than you need to.
Invest in training. The transformation process will go a lot smoother and faster if you’ve got the right people in place. Make sure that the team members you bring in know how to execute the tasks assigned to them. In addition, train them on how to deal with clients and other members of the organization. Digital transformation is a collaborative effort, and if you want to succeed, you have to make sure that your team is able to get along with each other and work as a whole.
Integrate analytics. Use analytics to know more about the business and the customers you serve. This way, you will be able to determine what parts of your agency are performing well, and what areas need improvement. It is also useful to use analytics not only to improve efficiency and quality, but to give you a clearer idea of what your clients really want.