Step #3 of digital transformation is to delight your customers. They have so many choices, so make it easy for them to choose you!
The first way to delight customers is to give them information. Let them know what your product is, how it helps them, and how they can get it. Before they order, let them know what’s in stock and expected delivery time.
Once they order, let them know what the status of their order is. Sounds obvious, but it means that your back-end processes need to be set-up to give this information, and make sure it is accurate and up-to-date.
The second way to delight customers is to give them options. Not everyone wants the same product, nor uses the same communication channel.
If they can reach you via phone, email, chat or the website, make sure all channels have the same information. That means having a single source of truth for your customer and product data.
What your customers see of your company depends on both your front-end communication and back-end service delivery. Getting those in sync is essential for delighting customers and having a winning digital service model.
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