The world has gone digital, and there’s no going back. Almost everyone has a smartphone these days, and they use them every day to help make decisions, find brands to buy from or learn more about a product. While this may all sound like great changes, it presents some unique challenges for businesses. And without a path forward, some of those companies may not make it through the next few years.

Here are some of the biggest challenges that you face due to our ever-evolving digital world:

1.] The Changing Customer Experience

More than ever, customers value how they experience brands above all else. That extends to both online and offline stores. a bad experience is often a silent killer. Most of the people who leave due to a bad experience will vanish without complaining, leaving you clueless. The key to change is to work on building a customer experience from the bottom up. Your goal should be to focus on customer journeys. If you optimize the touchpoints along this journey instead of merely trying to win sales, then you’ll stand a better chance at keeping customers around longer.

2.] Employee Pushback

The overriding concern for most companies considering a digital push is employee adoption and how it will impact the company’s culture and organizational structure. Many of your “old guard” of employees may feel that their job is threatened by these changes. If you want to craft a company culture that minimizes employee pushback and focuses on being agile, you need to build a customer-centric culture.

Areas to focus on to win this:

– Customer service

– Employee training & development

– Culture

3.] Omnichannel Adaptation

Customers jump from channel to channel when making a purchase. They’ll look on your website, search from mobile devices, or even stop by your store only to buy online later. This is what we call an omnichannel shopper.

You need to work to provide multiple sales channels while simultaneously building your support into a one-stop-shop that enables fluid customer service from all touchpoints.

4.] Failing or Poor Analytics

There’s more data to collect than ever, and failing to measure the right ones could end in disaster. Older analytics systems might not be up to the task. The solution to this issue is to implement AI technologies to help improve data collection and personalization efforts.

5.] Lagging, Legacy Business Models

Your business relies on a product and principles that have allowed it to survive to the present. But sometimes, that legacy can be more of a burden than an asset. Getting out from under your legacy system at the right time is essential to building yourself up in our digital world. And most marketers feel that legacy systems are already hamstringing customer experience efforts.

The digital world will always be changing and evolving, and it’s up to your company to change with it. Start by focusing on building a customer experience that establishes your brand as a trustworthy solution to the problem you’re fixing.

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