What is the most intrinsic part of a successful sale? Human-to-human contact. Unless a person already knows exactly what they want, where to get it and what they are willing to pay, a successful sale is about human centricity. This represents quite a challenge in our current context, where social distancing and digital channels have usurped more traditional ways of touching base with customers. But even if those weren’t factors, the potential to reach substantially more people in a meaningful way is so much greater today – if you can pull it off. And according to Mike Saunders, CEO of Digitlab and author of the book Humancentric, this is possible through social media and employee amplification. “What I’m starting to see is that the people who are succeeding are the ones taking hold of their online networks and committing to them, as opposed to just relying on their brand pages to complete the social experience.” Merging social and employees Many managers and executives grow nervous when one mentions words such as ‘social media’ and ’employee’ in one sentence. Is social media not that world of frivolous distraction, fake news and filled with wrecks of brand promotions gone awry? “Social media has a dark side to it, that is true,” says Saunders. “But we shouldn’t allow these mistakes to distract us from the bigger picture. We should focus our questions on why social media, good or bad, is so successful? Why do people keep going back to it and using it? It’s...
Digital transformation projects fail around two-thirds of the time – and more often if you account for semi-successful projects. More unnerving is that this failure rate has not changed significantly over the past decade, and we can even find its equivalent 15 or 20 years ago. Despite a plethora of advice on fixing the problem, such as bi-modal approaches or creating innovative spin-offs (all of which are good strategies), failure seems more assured than success. What are we doing wrong? According to the book Humancentric, authored by local change management guru and Digitlab CEO Mike Saunders, the issue is quite evident: technology fails unless it means something to somebody. “I don’t think digital transformation is something you choose to do,” Saunders tells ITWeb in an interview. “It’s happening to you, regardless. It’s just whether you’re managing it well or not.”
Providing customer service can be a long and time-consuming process for many companies. No matter how hard you work to provide a great service, there will always be customers and clients who need help from your business along the way. In the past, this sort of work would mostly be handled over the phone, but this isn’t the case today. In fact, almost every customer service strategy today needs to incorporate social media platforms that are completely chat-based. Live chat on websites has been slowly on the rise for the last few years, but why exactly is this form of communication becoming the preferred channel to communicate to businesses? Customer Convenience It’s no secret that live chat is popular amongst customers. Many people prefer the option to simply type out their questions and wait for a response compared to sitting on the phone for a long time. They can do their regular work in the process and will have the chance to leave the chat whenever they want to, making this much easier than using other forms of communication. Of course, though, it also has the benefit of being much faster than emails. Productivity Keeping your team productive can be a big challenge, especially when they are dealing with customer service. There will always be cases that last much longer than others, but live chat provides the means for your team members to talk to more than one customer at once if they need to. It also makes it possible...
The Challenge: The EasyBiz website platform began experiencing stability concerns, as it had been through too many design and development iterations over the years. These iterations left the current website unstable and unreliable. EasyBiz needed to rebuild their website property in a way that presented their current business well and removed the weight of legacy products and services. A project like this becomes complicated to manage the user experience as it has many actions that it hopes people will take on the site. The website needed to deliver on education priorities, drive affiliate marketing, facilitate digital and physical product sales, and provide a strong support channel for its products and services. Our Role: Digitlab was bought in to manage the user journey planning and design. After the user journeys were established, Digitlab handled the design and development processes, SEO structures, and the implementation of their CRM processes. Read about the Web Development Solution on the Digitlab Website
Due to the lack of face-to-face interactions, e-commerce business owners need—more than anyone—to step up their customer service game. In fact, our article ‘Tips to Help Retain Customers & Improve User Experience Online’ highlights this: people will be more willing to transact with you repeatedly if you are able to provide a smooth user experience (UX) on your website. From the moment they load your website to the moment they pay for contents of their cart, users need a smooth and uninterrupted experience.
The problem In response to the changing dynamics of the property industry in a post-COVID world, Growthpoint launched a project called SmartMove. SmartMove provides high value and returns on investment for property rentals. Digitlab was commissioned to build a WordPress website that would integrate with its property database to promote the SmartMove portfolio on a campaign website. The challenge was made more interesting in that the property database was created in MS SharePoint, and integrates with a Laravel CMS and database system. These two systems needed to integrate seamlessly with WordPress to provide a simple and easy-to-use user journey for their customers. Our Role Digitlab was brought on as the digital agency to develop the WordPress site and build the necessary system integrations. Also, Digitlab designed the user experience and managed all the content collation and database restructuring. Read about the Web Development Solution on the Digitlab Website
Entrepreneurs are driven by financial gain, understandably so, as their businesses would fail early on without profit. But while money is the baseline for a successful business, business leaders must consider matters of greater importance if they want to make their mark. If we look at Maslow’s Hierarchy of Needs, the basic human need to survive is at the bottom of the pyramid. Higher up the pyramid are self-fulfilment needs such as self-actualization, in which we achieve our full potential through creative activities, for example.
Customers are an integral part of your business and it’s important that you’re making every effort to keep them happy with whatever service or products you’re selling and providing. However, there is a lot that can be done to help retain customers and improve their overall user experience online. That way, you can continue profiting from these loyal customers, whilst also developing your business to attract more of the same customer. Here are some helpful tips to ensure this happens in your business.
A framework from my book Humancentric for how to create businesses in the fourth industrial revolution. How do we focus more on people than technology? When we do our research behind all of the aspects of business, we need to focus on the context we are in, the relationships around that and intelligence. Technology is impacting all of these elements. If we take our knowledge of all of the disruptive forces and apply them through this exploration lens, we can simplify the opportunity for fourth industrial revolution success.
I recently read this article on marketing to the C-Suite, which shares an interesting diagram on “selling in reverse order.” We are not talking about reverse selling which uses sales psychology to help customers convince themselves they need your product – selling in reverse order is about flipping the typical sales convention on its head.
‘m an ideas man. I love the brainstorming, out the box thinking, stringing together concepts and frameworks, finding opportunity and finding gems. Its who I am, and it’s my happy place – my safe place. Being an ideas man has stood me well as an entrepreneur. I have always found it easy to navigate new ways around problems. There is, however, a big lesson that I have learnt that does not come easy – not all ideas are good ideas. Most ideas are bad ones. I sunk two million in a bad idea a few years ago and I have run with many other bad ideas. Yes, I have learned from each one, but I wish I didn’t have to – I wish you don’t have to either.
The Countdown Event Countdown events are gatherings to amplify and demonstrate climate solutions with the world. At their core, they use the TEDx model but with some notable differences. They also can be in various formats – virtual gatherings with or without original speakers, live screenings of the Countdown global launch, showcases of solution technologies, or even volunteer activities contributing to positive change. It’s time to take back power on climate!
Its been a year of delaying plans and struggling but I’ve watched many business do great things in 2020. Don’t let your circumstance dictate your position – get out there and get things done to achieve your goals. No excuses!
A wonderful explanation that the path to simplicity means wading through he complex only to strip it away until you’re left with a simple solution. Take the time to dive deep into your problems so you can arrive at the destination of simplicity
Pistl approached Digitlab to work on a digital branding exercise as they launched their new startup into the e-commerce industry.