You Do Not Need Digital Transformation Unless You Are Customer Centric

by Yogesh Babu

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It is not hard to think of how digital our life has become. You can count on one hand the number of people who do not see their smartphones in the morning. Everything today is getting smaller and easier to use. This is because technologies today have enabled customer-centric experiences that are both personal and interactive.

So, what does “customer-centric” mean? #

“It simply means being able to put yourself in your customer’s shoes as they proceed through the digital journey.” – Yogesh Babu

Putting yourself in your customer’s shoes helps you understand what’s important. What works? What doesn’t? What are the multiple touchpoints that can truly transform their user experience? Are you meeting your customer’s expectation in utilizing a particular platform?
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While I can give you 17 new jargons associated with the approach to provide great customer-centric experiences, I believe you need only 4 simple ones. And everything else can fall into one of the four buckets.

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In anything a brand does to reach customers, it has to consider these factors: #

Important questions you need to ask yourself before you start this exercise : #

Once you act on the above, you have taken the first step towards the world of Digital Transformation.

For more conversations—and some coffee—about customer-centricity and digital transformation, write to me at yogesh.babu@influx.co.in :)

Yogesh Babu is our Key Account Manager and plays an active role in Business Development at Influx’s Chennai office. An avid marketing guy, Yogesh has his own blog, where he jots down his thoughts on all things marketing.

 
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