Your digital intelligence strategy and implementation is struggling to keep up with your device-hopping customers. You’re trying. And it’s difficult – so many obstacles. But you face the Digital Dilemma, introduced by colleague Nigel Fenwick: your customers’expectations of digital experience keep rising. When any digital experience they have with you doesn’t meet their expectations, their perception of the value your firm provides falls … which leads to risk of customers taking their business elsewhere. Ouch. So, tackle the Digital Dilemma head on. Focus your digital intelligence strategy like a laser on the customer experiences that matter most to your business outcomes. How? With an actionable digital intelligence strategic plan. Here are 3 of the key components your strategic plan must include.
1. Align the plan to the right metrics and KPIs. The optimal approach is to align measurement with customer-focused KPIs that stakeholders are already measured on. Simple, but not necessarily easy. But this is how you get that laser focus on the experiences that matter most to outcomes.Read more