Over the past few years, many businesses in different sectors have begun allocating significant amounts of time and resources to incorporate technology into their business. This strategy to transform businesses in the digital age has been going on for a while now, but the pandemic simply accelerated (some would even say “forced”) this evolution. For example, several companies are only now learning the various communication challenges involved when face-to-face interactions are limited.
In this post, we’ll cover some of the best practices involved in updating your organization to modern-day technological standards.
Roadmaps to Digital Transformation
To remain competitive in this new age of consumer behavior, businesses must update their business model with a clear digital strategy. Each business has its own quirks and will require different degrees of digital transformation in order to remain successful. Creating a roadmap provides a structured approach to digital transformation. It’s best to start by simply looking at your business in its current state. Here are a few things to keep in mind:
Perhaps the most important aspect of any business is the people running it. As you transform your business, it is imperative to identify key persons that directly impact success. It might also be a wise decision to bring in new talent to help transform your business and gain a competitive edge in the digital space. It’s not uncommon for large enterprises to recruit digital transformation agents from other successful companies.
This aspect of the business is all about maintaining or improving efficiency. A company’s process should include a future-proof plan for scaling the business and updating the business model to compete in the digital age. How will you maintain growth and earnings? What bottlenecks can be improved? Which innovations can take place? Take a deep dive into your internal processes to understand how to better serve both your own team and your customers.
Tools and infrastructure are needed to empower people and enhance processes. Prior to the pandemic, businesses have already been utilizing different platforms to facilitate communication between team members. A few examples of these platforms include Slack, Microsoft Teams, and Zoom. These company group chats help integrate members of the business together, and helps facilitate communication and collaboration over the internet, without the need for face to face meetings. But technology can also influence sales, marketing, customer support, finance, and various other functions of the business.
Reassessing Road Maps Due to Covid-19
Now, and for the foreseeable future, the majority of consumers are limiting their time spent outside of the home. This has brought about a surge of online traffic, with companies ramping up infrastructure to accommodate the load.
With this change in consumer behavior, companies must reassess their strategies in order to maintain growth. For example, as people now stay online longer on average due to being stuck at home, social media, and entertainment platforms (Facebook, YouTube, Instagram, etc.) are now viable investments to incorporate into your marketing campaigns. Understand where your target market is spending their time online. Analyzing new consumer groups is important in answering this question.
As a general rule, newer platforms tend to attract the younger generation. The rise of TikTok is no doubt thanks to Gen Z or “Zoomers”. It’s been a powerful tool to introduce products to Gen Z consumers due to the easily digestible content. Youtube, Twitter, and Facebook tend to be frequented by Millenials (Gen X) as well as Baby Boomers as these are the platforms they grew up with. Facebook and Twitter in particular boast the highest user count among all platforms.
Keep in mind this is only one aspect of digital transformation: online marketing. Digital transformation can also have a profound impact on one’s business by automating repetitive processes, offering more robust technical or customer support, or creating a more vivid and insightful report for your efforts. All of these changes will become even more essential in this post-pandemic world.
Advantages of Digital Transformation
As the need for digital transformation grows for each sector of the market, the benefits are also becoming clearer. The first, most obvious advantage is the opportunity to improve processes and innovate within the business. Using online tools and technology, each process or task can be made easier to improve efficiency across the board. Consider how tools like Asana or Basecamp have simplified project management to the point that people from different countries can continue to work and track their progress with increased agility.
Adopting certain technology will also serve to enhance customer experiences. Platforms such as Salesforce or HubSpot have become highly effective at analyzing customer journeys, which in turn can lead marketers to create more valuable experiences from the moment they are hooked, to the moment they return for a purchase. For example, receiving an email notification about an abandoned cart, or an upcoming booking can help increase engagement while providing customers with the information they may have ordinarily forgotten about.
Other tools can also help yield new consumer insights. Collecting information on how users navigate a website, interact with social media, or engage with email campaigns can open a treasure trove of information that you can then use to deliver better products or services. Location data is one such example. On many platforms, you can now learn where the bulk of your audiences come from, which in turn can help inform your advertising strategy both online and offline. More advanced enterprises even use machine learning and artificial intelligence to seek out patterns that the human eye cannot detect.
Jobs to be Done
So what are the jobs to be done in theory? What are some unmet customer needs that can be addressed? When creating your roadmap for digital transformation, you’ll notice that new tasks and processes will develop. This could mean expanding your team or training an existing team member. Use the data gathered from consumer behavior to determine what jobs are needed.
One example is finding out how your customers engage with your brand. Do customers head directly to your social media account? Then you need a Social Media Manager to handle your brand’s social media presence. Do they go directly to your website instead? Perhaps expanding your web development team to optimize your website would be better instead. Does creating a phone application make more sense for your business? Then you’d want to hire an Android or iOS software developer. Figuring what works best will greatly improve the customer experience.
Keeping up with the competition allows for some accurate competitive analysis. As brands become more public, one can determine the more popular brand based on user engagement online or follower count. Figuring out what works and what to improve is made easier with information on competitors being publicly available.
Examples of Digital Transformation
Back in 2017, Home Depot decided to update its brand strategy by creating a more seamless online experience, across all channels. Over three years, the company invested $11 billion into hiring over 1,000 professionals, updating their back-end and distribution channels, and completely revamping their IT department. The result: more actionable customer insights, better local trend tracking, and more accurate inventory levels. Their revenue has since grown over $17 billion.
With governments urging social distancing, countless companies with physical stores that usually rely on foot traffic need to come up with a way to get their goods to consumers without heading into a large group of people. Grocery stores have begun promoting curbside pickups to get goods to customers to help avoid large gatherings. Companies such as DSW and Michael’s are also adopting curbside pickups for customers. This new practice relies on an effective online scheduling and notification system, as well as a robust back-end that can handle all these requests.
Fitness companies such as 24 Hour Fitness have begun offering online workout classes in response to gyms closing due to the pandemic. Other fitness brands such as Orange Theory and Planet Fitness are now also promoting At-Home workouts by creating both free and premium content for their customers to use at home. These apps must be carefully developed and designed, as they are effectively acting as the online equivalents for their facilities.
The year of the pandemic has been a wake-up call for companies to accelerate their digital transformation efforts. Companies need not reinvent the wheel: while these examples have involved larger companies with significant budgets, smaller-scale organizations can begin (or continue) their digital transformation with modest yet impactful initiatives, such as updating a CRM platform or migrating to the cloud. As we look forward to future advancements in tech, these organizations that have already begun their transformation will have a unique advantage over competitors that fall behind.