I had an interesting experience today. I needed to pay some rent on behalf of a friend of mine at a real estate agent and found out they only take cash and have no EFT facility. An organisation ripe for digital transformation along with an improved customer experience!
For The Advisory Hub, going-digital and managing the customer experience are the two book-ends for organisations that still want to be in business in 2 years’ time.
For some organisations, digital disruption is about technology and implementing new platforms. For others, it is about finding better ways to engage with and reach their customers. And for others still, it is about establishing entirely new businesses.
For us, we see going-digital as a way for organisations to improve their processes so they better support a customer’s experience. A way of allowing customers to go about their life, and get the things done that need to be done, in a way that is more efficient, more personalised and just plain easier.
So for us, we see the transformation companies are making to more digitised business models, as being completely dependant upon their ability to manage those business models, from the customer’s experience.
A great example I came across the other days was a company in Brazil called Natura. They have really turned traditional IT on its head by measuring their platforms in terms of user-experience and not availability.
They understand that out of the 1.7M consultants they need to service, they need to be able to support those customers as individuals. They understand that to be able to do that, they not only need more digitised business processes, but also the ability to be able to understand their customers experience.
They understand that by looking through the lense of both customer experience and digital transformation, they can focus on delivering more user-friendly and accessible systems that truly delight their customers.
And we all know that truly delighted customers rarely go looking for other suppliers!
If you are interested in talking to me more about this, just reach out to me here. I would love to hear your thoughts on how your organisation could be delivering more delightful customer experiences.
