Digital product design and strategy
Almost every incumbent is on some sort of digital transformation journey. Some are getting it right and others struggle.
Companies start thinking outside-in. But going digital is not just being customer focused. Success comes inside-out. Without department-spanning collaboration it’s hard to execute a digital strategy.
Find out the 5 most seen reasons why digital strategies fail.
As we all know customer retention is one of the most important factors for most companies.You need to spend a lot of effort and money to acquire each customer. Better make sure they stay.
If you see customer retention as loyalty, that loyalty is won creating trust. “Price does not rule the web, trust does.”
Discover how you can start winning the trust of your customers with customer experience.
In a sense, every company seems one of the same, and at the same time, totally one of a kind. Because the customer you serve is totally unique. As are the employees working in your company, as are the customer experiences you provide.
There is no one size fits all, so copying one from a successful company is no guarantee for a good fit. However, there are proven digital strategy frameworks that can guide you to results.
Get some fresh insights into how to create a digital strategy from our experienced team.
Many organizations struggle with the fact that they don’t have enough customer insights. How are their customers behaving? What needs do they have? Which jobs do they have to fulfill to a purchase or acquire a service of your company?
These insights help companies to make better decisions, based on real data and not on gut-feeling. This can be challenging. You need to both track the behaviour of your customers and know why your customers behave like they do. And you need to do this on scale.
So, how can you approach gathering these actionable insights?
During the whole customer experience journey the user will interact with your products and services via multiple touchpoints. Obviously, it is key that the customer experience in all touchpoints must be consistent in quality and depth, this is where we often see that there is room for improvement.
Learn about the difference and relation between user experience and customer experience and which one to focus on.
People resist change, especially big change. How is that not blocking the successful execution of your company’s transformation? Make it digestible! We call it slicing the elephant. Break up the problem in digestible parts, that all contribute to success and build different layers into you approach. In the strategical and architectural runway, you monitor the milestones, while the teams deliver real value one milestone after the other. In the meantime, loop back into daily execution to validate the added value and feasibility of new initiatives.
Read about the 5 ways to slice the elephant
More than ever customers are in the driver's seat deciding upon the success or failure of companies and their brands, including yours. As a company you will have to constantly convey your brand story in a consistent way through all customer touchpoints. Turning your customers into loyal ambassadors loving and sharing their product and services experience with others is key to the growth of your business.
Read more on how branding can add value to your customer experience.
You need insights in the behaviour and needs of your customers to deliver and validate the customer experience your customers are expecting. Your organisation is in constant need of data to validate assumptions and to discover opportunities which could lead to serving your customers in an even better and efficient way.
Without data you would be making decisions based on gut instinct, personal preference or belief, or other unfounded hypotheses. How will you make sure that you measure if the needle moves on things like profit and customer satisfaction, how can you validate assumpted positive impact? Things that really matter to you, your customers and your business?
Why would you need a digital agency and how do you select the right partner to drive your organization forward? Partnering with a digital agency is a key strategic decision for organizations. In an era where digital growth is key and competition is relentless, it is essential to focus on creating value and aiming for measurable outcomes. Budget can only be spent once after all.