Digital Transformation Pet Peeves
Many things have changed in the business world over the last few years. None of us, for example, have been on Facebook for more than 18 years. And many of us, for only the last few. Besides social media, there are many other changes that have happened, such as the change from in-store buying to online buying, messaging more than physical mailing, remote working, telehealth, etc.
The transition, though, has been hard for many companies, especially those with older owners. For example, it's hard to get out of the habit of shuffling papers if that's what you've done for the last 20 years and transition to letting Adobe Acrobat organize your files.
One example of a still incomplete transition, in my mind, is the standard working hours schedule.
What I mean is, for example, you have a digital marketing consultancy. You push companies to transition their old traditional techniques to the newer models. Everything's online, you tell them. Everything is digital now and your clients can buy 24-7 even while you are sleeping. People can buy from all around the world because you aren't limited to your local neighborhood anymore.
Yet, the consultancy's own support hours are still 8-5 East coast time.
People can buy all hours of the day is a good selling point, but having those traditional hours ruins the whole spiel. What about the people buying my widget at midnight, don't they need support? They are in the middle of a purchase and there is an issue and now they have to wait up to 16 hours for help. In this new age? Yes, I know there are self-support tools, but still this is a big pet peeve of mine.
Where do you think companies are still missing the boat in completing their digital transformation?
Mark
The transition, though, has been hard for many companies, especially those with older owners. For example, it's hard to get out of the habit of shuffling papers if that's what you've done for the last 20 years and transition to letting Adobe Acrobat organize your files.
One example of a still incomplete transition, in my mind, is the standard working hours schedule.
What I mean is, for example, you have a digital marketing consultancy. You push companies to transition their old traditional techniques to the newer models. Everything's online, you tell them. Everything is digital now and your clients can buy 24-7 even while you are sleeping. People can buy from all around the world because you aren't limited to your local neighborhood anymore.
Yet, the consultancy's own support hours are still 8-5 East coast time.
People can buy all hours of the day is a good selling point, but having those traditional hours ruins the whole spiel. What about the people buying my widget at midnight, don't they need support? They are in the middle of a purchase and there is an issue and now they have to wait up to 16 hours for help. In this new age? Yes, I know there are self-support tools, but still this is a big pet peeve of mine.
Where do you think companies are still missing the boat in completing their digital transformation?
Mark
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