In 2019, running a successful organization involves running a digital business to keep up with your competitors and provide quality customer services and experience.
Creating a culture for digital transformation allows your company to grow and develop a culture of creating convenience for customers through innovative problem-solving techniques. This requires a work environment that not only embeds digital from the top-down but also ensures that employees are informed, engaged and most importantly empowered to help cultivate a digital mindset in-house.
Here are 5 of some of the ways businesses can embrace and create a culture for digital transformation to improve customer services.
1. Embrace Transparency
Embedding a digital culture means that everyone in the company – regardless of their role – is aware of the impact digital can have on revenue, sales and productivity and is actively involved.
Leaders should approve digital transformation initiatives for employees and actively being participants in them as well to show transparency. Technology should not be used with no value, but as a tool to give customers the best experience with your company’s products and services.
2. Promote Collaboration
When employees enjoy spending time and working together, the workflow improves. More ideas are generated around the room at high speeds, and the progress is measured in real-time with technology. On the flip side, when people have a hard time working with each other and understanding the latest technology, they will avoid interacting with their co-workers or using new systems in place which will now be equalling low productivity – leaving customers unsatisfied.
It is key as a business to not only grow people with specific technical skills but as well as those who understand the overall corporate goals and business challenges and how to best roll out the change to the organization for the benefit of both the employees and customers.
3. Offer Digital Training
Digital training should be offered to all the levels of the customer service departments. The most effective way to ensure that employees have a knowledge of digital and its impact on the business is to offer a learning and development program that caters to all levels of knowledge.
By providing the right training to nurture the skills of their existing workforce- you create a culture of self-learning and digital transformation that will have an impact on how your business provides good customer experiences.
4. Be Comfortable with Risk
Using digital technologies and insights with a digital mindset can greatly enhance the knowledge of a workforce and help them to optimize daily customer services tasks effectively and efficiently. The key to this tactic of risk is to ensure there is trust between employee and employer and an open culture that embraces innovation for the greater good of the customer.
5. Put Your Customers First
I think this point is very important for businesses that centre all their activities, products and services around customers.
Customers in 2019 know what they want and are more technologically advanced compared to the customers of 2000. Customers are the driving force of any business and being able to use technology to provide services or reach to them, grow and maintain relationships through customer-centric communication should be a business’ top priority because in this day and age – a customer-centric organizational culture requires digital disruption, often through new tools and data that provide insights into customer needs.
Digital transformation offers a number of opportunities for a business and its workforce, and in such a competitive market; employers need to be offering more to both attract and retain customers.
Based on my personal experience in the customer services industry, I think that these strategies can help your organization build a digital culture that bridges the gap between management and the rest of the employee base to grow customers experiences innovatively. It also will help cultivate an open culture that embraces collaboration, communication and results in increased productivity.