10
Future of Retail — Customer Engagement
issue 08
“Putting CX at the heart of a firm’s roadmap helps businesses better understand key issues such as costs, timelines, rollouts, and outcomes.”
Four tips to make tech a success Transforming from a traditional, siloed retailer to an omnichannel-ready, data-dependent business is one of the biggest changes any business can face, but it’s vital in meeting the expectations of today’s customers, but there’s a lot more to it than simply investing in the latest technology. Here are my top four tips for how to manage the process so you stand the best chance of success.
1. Lead from the top No business transformation can hope to succeed unless it has buy-in from the very top of the organisation. If employees believe their leadership team isn’t committed to or involved in the process, they won’t be either. But if top management are passionate about the project and take personal responsibility for its success, these convictions will propagate throughout the entire organisation. If everyone’s on the same page and equally committed, the chances are the transformation will go a lot smoother.
2. Understand your customer journeys You can’t hope to improve your systems unless you have a full understanding of what your customers want to do, and what problems they’re currently facing. Therefore, it’s important to closely study your journeys to understand the main cost items, where bottlenecks and any other problems are, then prioritise them correctly to improve them. In some cases, where customer journeys aren’t formalised, you may even have to create them from scratch, and rework them repeatedly until they deliver the satisfaction levels customers expect.
3. Have a feedback system in place A company-wide feedback system that lets everyone quickly and clearly understand what is working and what isn’t, is an invaluable resource when it comes to improving and refining your customer experience. Because this should be an ongoing process, it’s important to be able to measure customer satisfaction across all areas of the business - avoiding silos -to determine what effects your changes are having.
4. Make it part of your roadmap Without a clear plan for how customer experience technology will be implemented and upgraded, businesses will never be able to achieve their full potential. Putting CX at the heart of a firm’s roadmap helps businesses better understand key issues such as costs, timelines, rollouts, and outcomes. Building a CX strategy often requires key changes in technology that will not only impact your customers’ experience, but also how your employees interact with it, so this must be considered from the very earliest planning stages. Following these four steps will ensure
that businesses avoid any unguided, ad-hoc developments that are rolled out inconsistently across a brand and may be more prone to delays, cost over-runs and failures. Too many businesses still think they can take
a ‘just do it’ approach to customer experience and move ahead without a clear plan or any experience. At K3, we say to do it right, and do it well, you need to think wider and plan. No matter how big or small your should this say business, it will be a challenge to keep all the balls in the air, so you need to link everything together to stand a chance at success.
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54
