24 Oct The Key Benefits of Using Digital Technology
What is the key benefit of utilizing digital transformation?
This would be the question that I would pose to important leaders within various industries. Having been successful in different industries from construction, to pharmaceuticals, and to consumer products the industry in which I have worked counts for its success. This would mean that the success of my clients and the companies that I have worked with directly has been immensely affected. And in each of my successful clients, the ultimate goal that I have had has been to bring this strategic piece into their USP model (Unique Selling Proposition), and to that end, I have been able to benefit from extensive thought and planning. Here is a good quote to consider:
distributing prevalent information, historic numerological systems and performance measures is the only way to properly implement strategy in today’s business world. That is precisely why companies and managers involved in managing information systems and business processes must understand how Strategy is the process by which an organization determines its mission and strategy.
Strategy is the process by which an organization determines its mission and strategy.
The first main goal of applying this process to customer feedback is to understand what your customers are saying, what they are looking for. This process begins with understanding that everything is circular, there is an inside and an outside, and because of this the customer wants and needs to know. This is how technology can help you utilize digital technology to use that customer feedback to turn your customers into advocates for your product or service.
Often, a good example is what Feeling Interaction (FIA) has done with face-to-face customer feedback. In a face-to-face engagement, a researcher can draw potential customer dissatisfaction from an output of a satisfied customer but the real power comes from the interaction between you and the customer that is taking place in a face-to-face engagement. It could be as simple as a response to a question, or it could be a more elaborate interaction with your product, service or person.
With an excellent customer feedback example like this, we’ve been able to use the technology of face-to-face conversations to better understand customers’ positive and negative response to specific products and services. Now, with the face-to-face engagement we utilize face-to-face engagement technology face-to-face engagement technology and we determine both our positive and negative operating environment factors, then we have taken a moment to provide that to our customers. Often, I will interview the customers’ real-time feedback, and then I will use that feedback to develop the FIA language.
In the end, digital technology allows corporations to work more efficiently and productively. However, without the ability to communicate effectively, the results the organization is looking to would be very limited:
- Assumptions are often made about customers that are inaccurate* New services and products may not be demonstrated effectively* Sales staff may not “close the deal” but instead determine if a customer or client is worth the effort
Based on the three examples quoted above you may have seen where digital technology can “open” the customer communication process for better outcomes. Even if the medium is not digital, there is still a need to convey complex information to customers in a carefully crafted manner, because that process must be done in a professional manner and successfully integrated into a culture where customer input and needs are valued.