When transitioning to become a customer centric business, your business will encounter many challenges. Having a solid change management strategy will prevent many mishaps from becoming bigger issues.
As more and more companies are adopting digital transformation owing to the significant perks it brings, it is important to be structured and goal-oriented about it. Digital transformation is not a destination that can be reached once and for all. Instead, it is an ongoing journey that demands a commitment to adhere to changing marketing dynamics and to adopt any digital disruptors that come across the way.
Thee job of Chief Experience/Customer Officer is used interchangeably within today’s organization and their job should be to conduct all the moving parts of the organization so that they align to the customer’s benefit. They should lead the initiative to connect the customer journey to each department and oversee the initiatives to map out, design, and implement experiences that will provide customers with the most value.
Financial institutions were already undergoing tremendous changes due to market and competitive factors prior to the pandemic. Then drastic shifts in consumer behaviors during the crisis led many banks and credit unions to radically alter their customer experiences simply to deal with the extraordinary circumstances.
The benefits of customer journey maps – static and living – can be transformational for both your organization and your customers. But your maps won’t lead to an increase in customer loyalty or company earnings if your journey mapping process is flawed.
Innovation and adaptability are inherent aspects of any robust customer experience strategy – and they have both evolved as the world underwent a significant change this past year. It’s no secret that business growth hinges on how well organizations listen to their customers and react accordingly. This lesson has been imperative in 2020.