4 Ways to Implement Customer-Facing Digital Transformation
rSTAR Technologies
Full-service systems integrator focused on GenAI, CX, integration, Cybersecurity, Oracle, Microsoft, Google, Salesforce
Despite its importance, many manufacturers have yet to understand the short and long-term value of excellent customer experience. In fact, a unified CX strategy, when used in conjunction with other digital transformation projects, makes it far more likely for manufacturers to achieve a competitive edge and an increased profit margin.??
Here’s a quick summary of four strategies that prioritize CX digital transformation which can help manufacturers be early adopters and gain opportunities to see higher returns.?
First, companies can initiate an omnichannel customer experience to increase customer retention. A personalized, connected experience across all channels can lead customers to find that it's easier to do business with your company, and the personal touch leads to long-term customer retention.?
Second, manufacturers can build stronger customer relationships when empowered with the right technical solutions. Platforms such as a CRM offer exceptional insights into customer behavior. This information can ultimately be used for upselling and cross-selling opportunities.?
Third, companies can turn customers into brand evangelists by providing a positive and memorable customer experience. This makes loyal customers who do not hesitate to share their experiences with others.?
Lastly, CX digital transformation is critical to reducing customer service delivery costs. An excellent customer experience allows manufacturers to reduce overall overhead by lowering the time needed for CX-related tasks like creating and closing out tickets. This can lead to improved efficiency, increased customer satisfaction and reduced costs.?
These are valuable takeaways for manufacturers seeking to leverage customer-facing digital transformation to improve customer retention, long customer lifetime value, cross/upselling opportunities, referral sales and lower customer service operational costs. To get deeper insights into these strategies, read our Forbes article.?