Improving Customer Services with Digital Transformation

1. Improving Customer Services with Digital Transformation In the digital age, every customer’s voice is now amplified by Social & Digital Media. Companies can no longer afford to make any customer unhappy or dissatisfied, or worse ignore the voice of the consumer demanding an explanation. The very demographic profile of the consumers has gone a tremendous age with the young & restless now demanding the very best customer experience. Thus, almost every on the plant business has had to reinvent itself to stay relevant in the digital age and deliver as per the expectations of the ever-so-connected customer. One of the most significant developments in the digital age has been the transformation of the consumer market – from being a collective mass to being individual entities with their individual voice. Every customer has his or her own digital identity. Every customer is now connected both to the business as well as fellow customers. Every voice has its place. And every voice can find a collective echo. And to make businesses fret that much more the competition in the market is growing at a frantic pace which means that brands & business must now evolve on the fly lest they’re left too much at the back end of the pack. Certain companies have ridden the digital transformation wave to the t and employed digital media to the best of its advantage. Actively monitoring social and digital media channel to listen to customer sentiment gives companies a great insight into the customer psyche, which earlier had to be filtered out of the market research layered by bureaucracy. The unfiltered customer voice can be used to pacify angry consumers, read customer sentiment and offer appropriate solutions and anticipate possible demand and ramp up the supply side. Digital Media has, once and for all, bridge the wide gap that once existed amongst businesses and their consumers. As much as consumers can directly correspond with businesses, businesses have also seen the value in having a direct line of communication with their customers. This two-way street has indeed brought about a revolutionary change in customer service.