Responding proactively in an instant to an individual user is arguably at the heart of the digital experience.
But as a result are companies being increasingly tactical in their outlook?
I use different digital banking services from two major high street banks yet their digital channels practically look and feel the same – the difference is the product not the channel.
The other day I was comparing prices for a product across different on-line retailers; if it wasn’t for their different logos the experience was pretty much uniform across all of them. Even the big data(?) driving my personalised experience felt repetitive – probably because they were all using the same personal and social information to engage me.
I expect government information to be available digitally and all in one place – an intuitive experience like on-line retail. As a user I don’t necessarily care about how that information is produced as long as it’s accurate and doesn’t require me to go anywhere else.
To succeed, companies and organisations need to respond quicker, faster and smarter to my needs – a tactical, not a strategic response. And that’s just for one user; is there a risk that chasing competitive advantage by meeting the tactical needs of thousands or millions of users could result in a company not having sufficient resources to adapt strategically when further market disruptions occur? Or alternatively end up being dependant on technology change to innovate, differentiating the user experience rather than the company’s own products and services?
What ways can companies and organisations enjoy the benefits of digital transformation while keeping the right tactical AND strategic focus for their business?
- The old rules still apply: competitive advantage still comes from increasing differentiation and managing cost – give your customers what they want short- and long-term using digital only where it adds value (not the other way round)
- Digital is immature; it needs your guidance: use the same measures and indicators for offline vs digital channels and regularly compare their relative performance to each other (and competitors). This should indicate if your digital strategy implementation is moving in the right long term direction rather than delivering only short term tactical benefits
- Live and breathe Agile – even strategically; it’s not easy to move from Waterfall but the benefits of being responsive, open about failing fast enables genuine learning that creates innovation that delivers sustainable tangible business benefits
Let me know what you think…