People in the Digital Business
Whether you like it or not, every business is becoming a digital business. Change is inevitable. Who will be taking the digital reins in your business to steer it through the digital age?
The term people includes both internal (Stakeholders – leadership, staff and strategic partnerships) and external (clients and/or customers) and they all play a significant role in your business’ overall digital success.
Internally, what goes a long way is the business leadership group providing the right mindset, tools and processes which help whoever oversees digital. It also gives everyone a clear direction on doing the business effectively in the digital age.
Externally, today, potential leads and customers are more savvy and mobile. They expect more out of brands and the information about their products or services represents the bare minimum companies should offer.
Traditional marketing has always been about the company communicating a message to the consumer. But now, the consumer is also the one who engages with the brand and expects for them to do the same.
This meaningful interaction helps companies learn about their customers, and so they will be able to tailor the offers and the promotions based on their preferences.
In the end, this is going to be a win-win for both sides because the marketer won’t waste the budget on ineffective strategies and the consumer will receive messages in which he or she is interested.
Brands need to adapt and embrace the new customer journey in the digital age to avoid becoming obsolete.
Liquid Digital can help facilitate and prepare your business, your people and ensure that your leaders understand the risk of not joining the digital economy.
Investing in your people can effectively:
- Create new leads and/or customers
- Increase productivity
- Handle and leverage customer feedback
- Provide clarity and empowerment
Effective people have:
Digital transformers (leaders) understand the importance of their digital business strategy to thrive in the digital age. Their followers (peers) don’t. Leaders understand what digital can do for their businesses or industry. They know it is not just tools for improving business efficiency but something more profound. It affects every industry and geography and provide an opportunity to be first to a re-defined market and threatens businesses that long-held market positions.
The digital world provides many solutions and tools that one cannot always utilise efficiently. Therefore, relying on strong partners can help in making your digital environment a success.
Digital or not, employee engagement is an essential factor for your business to consider when striving to increase productivity, execute strategies, improve performance, develop roles within the company and in this case, make a move to digital.
The objective isnt to get employees to 100% immediately because it’s a continuum of learning. The starting point is moving them to the right side, so they begin to understand more the business vision, strategic goals, and challenges and opportunities and grow and mature from there. Communication is essential to success.
Customer satisfaction is do or die for your business. If you don’t know how satisfied your customers are, you know nothing. Today you can use digital tools to easily track and engage your customers and find out their satisfaction.
Why? Because customers are always happy or not but can pass on their experience to their family and friends. A business that has a finger on the pulse has the chance to rectify wrongdoing, fix simple issues and more importantly propagate the good news which in return augments returned customers.
Everyone knows theres a difference between good and bad customer service is but the delivery has changed and it will change even further in the future by challenging your people even more. Just think of “Chat Bots”, I’m sure you’ve seen them popping around when visiting a website. That’s only one example of many that should be considered in your digital customer experience.
While being self-explanatory, the big thing here is to ensure you align it with your business goals and culture you that you want to instil in your business. This also can help leaders hand down responsibilities and free up time for business development which most of the time gets forgotten.
Having a digital agency as a strategic partner can help you and your people stay on top of the digital changes and disruption in your industry. Choosing the right agency is vital and here is a process you should consider for selecting one.
- Clearly define your needs expectations
- Tools and training
- What kind of relationship do you need, short or long term?
- Find an agency that understands the above and that you can work as a team with your people.
- Looks after similar size enterprises and industry cases
- Values are aligned
- Start with a simple assignment
- Send them an RFP
- Hire them for a broad audit and strategy brainstorm
- Sign a working agreement with an agency if all above is right.
Customer advocacy is about finding new ways you can create genuine enthusiasm in your clients or customers by really understanding their problems, solving them and fostering them to share their passion with the world through online tools.