Lesson 3 - Build better experiences
Seek customer breakthroughs
Whether it’s expanded hours, new digital services, delivery and kerbside pickup or virtual medical care, organisations have adapted to customer needs with lightning speed. Those customers aren’t going to give up new conveniences.
The same digital technologies that organisations used to respond in a crisis can also help them recover the stability to look forward strategically – and to reimagine how they can outperform expectations tomorrow.
Embracing a digital transformation culture in your business will take your customer’s experience to a premium level. It’s always vital to keep your customer’s needs at the center of your strategy.
Key things to remember are:
1. Build on what works
You can treat crisis-borne technology choices as a temporary fix. Or you can look at them as a framework for further innovation. How can you start from what you have today and create a truly differentiated experience?
2. Listen to customers
If employees are important stakeholders in transformation, customers are even more so. Whether it’s through social listening, customer data analytics or actual customer research, inviting their voice into the conversation early helps avoid false starts and enables you to pivot toward what matters most.