Chances are, your company is among the 80+ percent that admittedly lacks “digital maturity” and is in need of a Digital Transformation.
Digital Marketing is a misnomer.
Actually, we’re marketing in an ‘always connected’ digital world during this Era of the Customer.
By the end of 2016, 89% of American companies were competing primarily on the basis of customer experiences.
Consumers’ demands continue to increase every year; they want more and more. They want highly-relevant personalized experiences – when they want them – on the device they’re using at that moment.
ore and more. They want highly-relevant personalized experiences – when they want them – on the device they’re using at that moment.
The use of digital has dramatically transformed consumer behavior.
- 76% of consumers expect companies to understand their individual needs and will exchange a great deal of their privacy for personalized information that’s germane to them.
- 81% demand faster response times from companies.
- 60% would try a new brand for a better customer experience and most of those individuals would pay premiums of 10% – 40% for exceptional customer experiences. (Who doesn’t want higher profit margins?)
- 70 percent of experiences are based on how customers feel they’re being treated.
Companies are not meeting consumers’ expectations.
In fact, 80 percent of CEOs believe their companies provide superior customer service. Yet only eight percent of their customers agree!
The chasm is as wide as the Grand Canyon
Some companies have fiercely loyal customers as loyal as some people are to their favorite sports team and musical recording artists.
Amazon, Apple, Chick-fil-A, Coca-Cola, Costco, Netflix, Samsung, and Starbuck’s are examples of companies with customers who have loyal fans.
Customers as loyal fans don’t happen by accident.
How do they do it?
These brands developed purposeful changes in their mindset so the exceptional customer experiences they provide would be their differentiators and competitive advantages.
Their strategies were designed to create positive, memorable experiences that customers rave about which results in enthusiastic loyalty and brand advocacy.
What does this mean for you?
You must literally get obsessed with customers and put them at the very center of your business.
Digital Transformation is a must to deliver exceptional customer experiences. This transformation is leading to increased revenue and higher profits for brands with digital maturity.