The prize to thrive as a business is in becoming a digital-first organization. An organization in which technology and culture blend perfectly. To achieve this, executives would need to champion digital technologies and mindsets as they lead their organizations with purpose.
Digitization by channel is not new. The majority of organizations have embraced digital avenues to market. Some of these avenues include websites and social media. The key difference now is that customers would increasingly connect with businesses first through digital channels.Firstly, Put differently, gone are the days when digital channels were considered an accessory. The digitization trend is a huge customer trend across industries. One approach is to focus on three areas: apps, digital-only products, and omni-channel experience.
Apps are Everywhere
There are over 7 million apps available on different app stores. You already use some apps daily. There is an app for almost everything. Several apps to make bank transactions, keep track of your paces, weather, and more.
All industries are getting disrupted by apps.Secondly Consider traditional customer-facing industries such as banking, hospitality, and healthcare. Apps are evolving into a central point of contact for acquiring customers and improving their experience.
The McDonald’s franchise gives a great example of how customer experience is moving digital. In the US alone, The MyMcDonald’s app already has over 22 million active users. With the app, customers can place orders and have their food brought to them.
Another trend is the rise of apps and function as a complete ecosystem where customers can do more or. They can chat with friends, manage their money, or order a taxi.
Building a seamless omnichannel experience
Having an engaging app is a good start but you need to go for the further. Businesses need to create a successful hybrid world where customers can interact with the brand and its services through multiple channels. Customers expect a seamless experience both offline and online. This is omnichannel experience.
In a multi-channel environment, customers can connect with brands in multiple ways. In the omni-channel approach, the customer can move between different channels seamlessly.However For instance, moving between the mobile app to the desktop website and to the store and enjoy a cohesive experience. Compared to those who do not have such an approach.
For a good example of this, we can look again at McDonald’s. With the McDonald’s experience customers can thirdly move from the app to the restaurant environment they can order food ahead of time and have their order prepared before they get to the restaurant. So, it’s handy immediately and they arrive. McDonald’s is deliberate and committed to building a holistic brand experience to ensure that the company has a dedicated team guiding its customer experience. They know it is a marathon and not a sprint so they are prepared to give the customer a good digital experience at every step of the journey.
Investing in new, digital-only products
By now it should be clear that the boundary between the real world and the digital is reducing. Many organizations will start thinking about digital-only products. Already many sectors are exploring digital products. Take music for instance and a lot of music is not being digital and people go to the online store to download the music and pay for it.Or the same goes will for books magazines games.
The key takeaway is that regardless of the industry.It is time to think about the impact that digital-only products could have on your company. The major advantage of investing in digital channels is that you can get more data in from each customer engagement period this data can help you to improve your product and services and offer our customers personalization. This will help to increase customer loyalty and you can keep customers for a longer period. Conclusion This is a key advantage because the cost of customer acquisition is much greater than the cost of retaining customers.