In the last decade we have witnessed monumental changes in the way a business operates and also in how it interacts with its customers. A decade ago, a small business or organisation was considered cutting edge if it had a website. Today, websites are passé. In this digital age, a business is old-school if it is not engaging with customers or fans online.
With all the benefits that this so called digital age brings, so too does it highlight problems that a business needs to recognize in order to survive. Advanced mobile technology and immense growth in social media have highlighted the need for business to address new, viable processes in order to stay in touch with their customers. It is advisable for businesses to engage with the services of an independent IT consultancy in order to get advice on all these matters.
New opportunities can be found with the advancement of technology. Social media gives businesses the ability to learn about their client base at the touch of a button. This background information was not possible before. Understanding your customers, building relationships and synergy with them is essential to growing a company’s brand. Creating a social media strategy is an important part of engaging in an ongoing dialogue by choosing the most appropriate social networking channels.
While this new form of customer communication is a positive, it is important that businesses verse their employees on social media etiquette. Online communication without face-to-face contact can hurt the customer experience. Business owners must take extra care to build their own internal strategies and communicate them fully and coherently with their employees. The importance of ensuring a positive customer experience must be preserved despite advances in technology.
The digital age allows a business to expand their operations anywhere, so long as the high speed data rates exist. Online businesses with strong business models continue to thrive. Interestingly, a combination of bricks and mortar and online are working best especially for eCommerce businesses.
Businesses must align themselves with the technology that fits them best. They need to proceed with caution because integrating various technologies to ensure success is more complex today. Companies that are smart in leveraging technology will maintain a competitive advantage.