2020 has been a year like no other in the past. With pandemic forcing us to live our lives more online, organizations have had to transform the delivery of digital services and experiences at an accelerated rate.
As COVID force-closed companies and economies around the globe for months, businesses are considering mapping the customer journey more now than ever before.
You can offer a customer a highly intuitive experience, but if you can’t deliver the required service to the customer’s satisfaction and expectation then you lose the customer.
This is more important now, particularly when the people are so reliant on services being delivered digitally in every area like school/college education to retail. If these interactions do not go smoothly then the impact on our livelihood is more serious.
With corporate offices, Schools closed down and the restrictions to gather in large groups, many people turned to digital tools to keep going on.
Many universities and schools decided on virtual learning mode which was easily adopted by students and children.
Earlier companies were reluctant to have employees work from home or have them distributed across various locations, but now it has become a norm.
Many conferences and summits which were planned in the physical world had to go digital with organizers and exhibitors equally struggling to retain the attention span of participants.
With the digital age, the consumer has become a superman and this pandemic has Upped the customer expectations, which has created a new set of challenges for marketers and digital teams.
The first is the need for faster delivery. Businesses need to update consumers immediately about the availability of products or services.
Second is the quick online support. Customers expect to receive clear answers and solutions quickly.
Digital leaders will need to keep an eye on such changing customer needs, be ready with staff members that can adapt and respond quickly and build digital platforms that are flexible and scalable to meet the demand for more engaging experiences and frictionless digital services.
Many companies have adopted new business models after the pandemic like Swiggy & Zomato – who started delivering grocery & liquor when hotels were closed down in the beginning.
Zoom video conferencing use shot up and from corporates, it has now come to end consumer as everyone started using Zoom for calling.
COVID pandemic has pressured many businesses to go digital but companies must keep in mind that Digital Transformation is a journey and not a destination.
By Sandeep Raut (Consultant with IndusGuru Network Partners)
Disclaimer: The opinions expressed in this column are that of the writer. The facts and opinions expressed here do not reflect the views of IndusGuru Network Partners
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