Almost half of all companies say improving customer experience is their main motivation to start a digital transformation. But, it takes only two poor experiences for 86% of customers to leave your brand. This means you have no time to waste—you need to act, and you need to act fast. This article will show you how to accelerate digital transformation so you don’t only retain existing, but attract new customers!
Table of Contents
Create a Digital-Friendly Workplace
Successful digital transformation starts with how your company thinks and operates. It’s about everyone in the company understanding the importance of technology and using it to improve things.
Key elements:
- Leaders who champion digital transformation. Digital transformation is a top-down initiative—the people in charge need to be excited about using technology to make the company better. They should talk about it a lot, explain why it’s important, and give the team the tools and money they need to make it happen. Leaders should paint a picture of what the company can become with technology and inspire everyone to be part of it.
- Employees that are empowered to experiment and innovate. Your employees are the ones who will actually make the changes happen so make sure you make them an important and valued part of the project. Companies with high employee engagement are 2.5 times likely to exceed performance expectations. Give them the freedom to try new things, even if they don’t work out perfectly the first time. It’s okay to fail sometimes, it’s how we learn and improve. Celebrate when people come up with new ideas and find ways to do things better.
- Clear communication and support throughout the change process. Lack of communication between leaders and employees is one of the leading causes of failed change initiatives. Changing the way a company works can be tough. It’s important to be honest about what’s happening, listen to people’s concerns, and teach them what they need to know. Make sure everyone feels supported during this change.
Build a Future-Ready Workforce
The people you hire can make or break your business. Sure, hiring someone that knows how to use computers is nice, but it’s more about having people who are good at thinking creatively, solving problems, and learning new things when you’re undergoing a digital transformation.
Here’s what you can do:
- Know what skills you need. Figure out what kind of skills your team needs to be successful. For example, if you want to sell more things online, you might need people who know how to design websites and understand what customers want.
- Teach your team new things. Help your employees learn new skills to keep up with technology. Send them to classes, workshops, or online courses.
- Hire the right people. Look for people who love technology and can come up with new ideas. They should be quick learners and enjoy trying new things.
- Create a learning environment. Encourage your team to share ideas and learn from each other. Help them go to conferences or online meetings to stay up-to-date.
Be Smart About Using Technology
New technologies like AI, ML, and IoT don’t just have good marketing—they can actually help your business grow so their popularity shouldn’t come as a surprise. Many successful businesses are using these innovative technologies to make their customers happy:
- Retail stores use smart technology to suggest products you might like based on what you’ve bought before. This helps you find things you’ll love.
- Some restaurants let you order food through an app and even pay without talking to anyone. This saves time and don’t even get us started on the convenience.
- Many banks have apps that let you check your balance, pay bills, and even send money to friends. This makes banking easy and fast.
- Airlines use technology to help you find the cheapest flights and let you choose your seat. Some even offer in-flight entertainment on your own device.
- Doctors offices are using technology to schedule appointments, remind you about check-ups, and even offer online consultations.
Here’s how you can make the most of technology as well:
- Know what you need. Figure out what problems you want to solve. Think about how new technology could help you do things better or faster.
- Try before you buy. Start small and test new technology. See if it really works for your business.
- Use data to make smart choices. Collect information about your business and customers and use it to make good decisions.
Make Your Customers Happy
The ultimate goal of any digital transformation is to make customers happy. That said, it should start, be guided, and end with the customer in mind. This is a unique way to accelerate digital transformation as it is driven by the holiest of motivations.
Here’s how to go about it:
- Listen to your customers. Ask them what they like and don’t like. Use their ideas to improve your business.
- Know your customers. Understand what they want and need. Use information about them to help them find what they’re looking for.
- Make things easy. The customer should feel as if doing business with you is a pleasure. Use technology to help them shop, pay, and get help quickly.
- Be where your customers are. Sell your products online, on your phone, and in stores. Make sure it’s easy to find you and buy from you, no matter where your customers are.
- Add that much-appreciated personal touch. Make customers feel special. Use their name, remember their likes, and offer them things they might like.
- Make it easy to get help. Let customers contact you easily. Answer their questions quickly and help them solve problems.
- Go the extra mile. Surprise customers with special offers or gifts. This makes them feel valued.
Team Up and Build Something Great
Working with other businesses can help your company grow and learn new things. Think of it as combining strengths.
Here’s what you need to do:
- Find the right partners. Look for companies that do things you don’t. Maybe they’re really good at making things, or they know a lot about selling to certain people.
- Work together on projects. Share ideas, learn from each other, and create new things.
- Be open to new ideas. Listen to what others have to say even if they’re not from your company. This can help you come up with creative solutions.
- Build a strong tech foundation: Make sure your computers and software are working well. Keep your information safe with strong security. This will help your business run smoothly.
Example: A coffee shop partnered with a local bakery to offer fresh pastries. Both businesses got more customers because of this partnership.
Work Smarter, not Harder: Go Agile
Agile is a way of working that helps you get things done faster and better. It’s about breaking big projects into smaller pieces and working together as a team. But there’s more to why agile is the preferred way of working for organizations nowadays:
- You can change your mind. If something isn’t working, you can quickly adapt your plan.
- Everyone works together. Teams talk to each other and share ideas. This helps everyone understand what needs to be done.
- Focus on what matters. Agile helps you figure out what’s important to customers and build those things first.
- Learn and improve. Agile is about always trying to do things better.
Schneider Electric, for instance, used agile to save almost six months on a project, as explained by CIO. Here’s what they did:
- Used a specific agile method called SAFe
- Hired agile coaches to help their teams
- Trained their employees to be agile experts
The company says their old way of working (called Waterfall) took too long because they planned everything upfront, without checking in with customers. With agile, they were able to:
- Understand customer needs quickly
- Make changes to their project as they went
- Get the project done and working much sooner
How To Accelerate Digital Transformation: Key Takeaways
The imperative for digital transformation is clear: it’s the key to customer satisfaction and by extension, retention and acquisition. By creating a digital-friendly workplace, building a future-ready workforce, using technology wisely, and placing the customer at the heart of operations, businesses can accelerate their digital initiatives. Strategic partnerships and agile methodologies further support this process, setting you on the right path of success.
