DIGITAL DISRUPTION
(Part 2 of 4)
Empathy driven IMSS offerings to improve your customer experience
Customers demand not only superior experiences, but experiences that align to their needs, experiences that are empathy driven. IMSS digital experience interventions help companies to better understand their customer journeys and provide experiences that surpass customer expectations.
- Design meaningful and compelling experiences that are human-centric, imagination-led and immersive-to-the-core
- Web and mobile application testing services that can analyze and comprehend unsaid user reactions into scaled readings
- Intelligent RPA
- Enterprise Chatbots for business automation – responsive interfaces, intelligent ‘bots’, NLP capabilities and cognitive platforms, to transform legacy systems
- Simplified Data Orchestration, Democratized Data Science, and integration with industry solutions
Understanding the new Digital Customer Experience
Customer loyalty pays off. Significantly more revenue can be brought in by regular customers compared to first-time buyers. Customers that repeatedly purchase from the same shop spend on average seven times as much as impulse buyers or first-time customers. Digital customers value the things that have always played a vital role in customer loyalty: personal support, appreciation, and reward for their loyalty.
For B2B sales teams, digital first means replacing cold calling with social selling. Your customers are already active in social media and that’s where you need to be. Instead of waiting for the customer to contact you, you will need to reach out to them, build a relationship and help educate them. You can do this by sharing relevant content and your expertise as part of a solution to their problem.
For marketing teams, digital first means reducing your spend on offline marketing activities, such as direct mail, billboards and TV ads. Your customers want (and expect) highly targeted messages, which can only be achieved through a data-driven marketing strategy. Now, you need to use digital channels to implement search engine marketing, account-based marketing and email marketing strategies.
For customer service teams, you’re no longer restricted to waiting for the phone to ring or a fax to come through. Digital first is not just about being reactive. It’s about being proactive in the way you help your customers, who use a wide range of channels to seek out support. Social media, reviews sites, forums, and communities are all now part of the customer service eco-system.
Friction-less Digital = Customer Loyalty ?
Digital is a very important part of the overall customer experience picture, but digital is no longer the driver of customer loyalty. As with many other table stakes capabilities, digital done right is the minimum expectation for customers. We expect your competitors will also have great digital experiences. So switching loyalty to a company with a great digital experience is no longer a driving factor for modern consumers.
But, when your digital experience is bad or doesn’t meet expectations, it becomes a detractor for your brand that will negatively affect customer loyalty.
Over the past 2 decades, companies have put efforts to “digitize” customer service. Whether that’s by providing digital self service options or automating the answering systems, the goal has always been to reduce the cost of customer service or improving it’s efficiency. But, Forrester’s CX research shows that this is now the wrong approach.
New Capabilities for Customer Services
Combining both physical and digital approaches leads to the best solutions. Technology has empowered customers to get what they want, whenever they want, and how they want it. Customers want seamless experiences regardless of channel. Consider how you tie all the digital channels you have in your company together in order to provide a single, user-friendly customer experience. New channels should be introduced at the right level of maturity. Old channels should be phased-out to keep the operation “lean and mean”.
Today’s connected world demands that service teams take a greater role in driving customer engagement and loyalty. This shift calls for organizational and cultural transformation. The role of customer services has extended right across the customer journey. Current customer service models must be reassessed to ensure they also support customer acquisition and loyalty.
Whether it’s a B2C service or a B2B customer, expectations are the same. This is because consumers who are used to personal offers in their private life also want this experience in their working life. B2B enterprises must adapt to what has long been common practice in the B2C market: an automated and personalized purchase process from the initial product search to delivery.
Disruptive Impact with IMSS Digital Garage
IMSS Digital Garage helps customers navigate digital disruption effectively by facilitating 2x faster time to market, 75% reduced solution design time and 33% improved cultural readiness. Learn more about IMSS Disruptive Services at imss.co.in/disrupt/.
More ways to Disrupt
To gain and sustain competitive advantage in the post-pandemic world, enterprises need to trigger disruption and permanent changes in both business practices and workforce expectations.
Customers expect not just superior experiences, but experiences that align to the present needs and are empathy driven. Our data-driven CX interventions help enterprise to better understand their customer journeys and provide experience that exceed expectations.
Most business models have changed overnight, to meet evolved business environment and customer expectations. Our technology interventions enable enterprises to get the agility in not only effectively managing their business, but also quickly adapt to the changes necessitated by the evolving business environment expectations.
Companies must find a way to not just survive but also put themselves in the best position to thrive later. Our business focused interventions are aligned to enable enterprises reduce costs that will help maintain profitability, even in the most challenging times.
Redesigning employee productivity for remote and hybrid work environments, Our workspace interventions help you adapt and evolve for enterprise-wide efficiency while also focusing on finer aspects such as employee engagement, professional development and growth.
