In the battlefied, your victory is defined by deafeating your opponent. In the marketplace, your victory is determined by taking a place in the mind and heart of customer.
What a digital transformation can accomplish? Operational excellence, strong business processes, better customer experience, and so on. While these objectives are conceivable, why companies are reporting high failure rates for digital transformation?
Understanding the customer is key. That means leveraging journey mapping, customer feedback programs, and behavioral data to evaluate where the journey requires improvements.
Over the last several years, it’s become increasingly common for consumers to share their negative experiences with brands on social media. According to the 2020 National Consumer Rage Study, the number of customers who prefer to vent their grievances via digital platforms rather than by phone or in-person has tripled in the last three years, and 48% of American consumers rely on social media to gauge other people’s experiences with a company’s products and services.