Video: Why you need to invest as much as possible in digital today?

Published on — Written by Wonderflow

Wonderflow Image
If you enjoy this type of videos, subscribe to Riccardo Osti’s channel in YouTubeIn the last weeks, we have seen so many memes about work from home, the whole COVID-19 situation as well as some related to business. One of them caught our attention, and we are republishing right here: It says: who led the digital transformation of your company? And while we would normally respond that it’s the management, the right answer today is COVID-19, which means, an external factor, and not a business leader.

It’s not new in history that the greatest changes happen in reaction to a catastrophic event, but in this case, what needs to be done it’s just so clear, and in front of our eyes, that we cannot miss it. 

So we want to clarify a couple of things, to make sure we’re fully aligned on the same message with regards to digital transformation during the Coronavirus crisis of 2020.

  1. Executing a digital transformation doesn’t mean just buying the digital tools that you didn’t have yet. Buying the tools is simple, and most of them, unless you are an enterprise, are quite inexpensive. Executing a digital transformation means changing your processes and mindset, prior to changing the tools.
  2. Going digital is not just a necessity to overcome the crisis today, but it’s a decision you make today that will impact your business, positively, for the future. This means you have to be prepared to start investing in this, but more importantly, to keep investing in it for the next years. This also means that you need to be investing in the digital customer experience process, simultaneously, otherwise it will be hard to see the ROI of your investments.

Many companies are struggling, and it would be difficult to find a budget to finance a digital change. You should save as much as possible from marketing, operations, and any other department, in order to find the money to speed up the digitalization.

The importance of digital research

So, if you decided this is the right moment to take your company on the internet and make it more digital, we would recommend starting with something that helps you better understand your digital customers: digital research:

  • The first step would be to create a flow of customer data (social, web, etc). If you don’t generate customer feedback you won’t have much to analyze and therefore not much to learn. A good idea is to use what is already available but maybe not yet exploited, such as your website traffic, your social profiles, or your mobile app, if you have any. A good data source could also be the list of emails from your customers, or the subscribers to your newsletter.
  • Once you have the data flow, you can use simple digital tools to collect the data. For example, you could place a widget on your website and catch visitors’ feedback once they land on your pages. Another idea is to install a pop-up on your mobile app, and periodically pop it to get their opinion while they are online.
  • Once you have the data collected, you have to analyze it. I have explained how to analyze customer feedback manually in several videos on this channel, so it is also possible to do so. However, if you can afford to license a text-analysis solution, then your life would become easier. 
  • Last but not least, use your learnings to design a better experience for your customers, and make sure you communicate how you integrated their feedback with the new solution. This would help you create trust and a virtuous circle.

For more interesting content, click here.

About Wonderflow

Wonderflow empowers businesses with quick and impactful decision-making because it helps automate and deliver in-depth consumer and competitor insights. All within one place, results are simplified for professionals across any high-UGC organization, and department to access, understand, and share easily. Compared to hiring more analysts, Wonderflow’s AI eliminates the need for human-led setup and analysis, resulting in thousands of structured and unstructured reviews analyzed within a matter of weeks and with up to 50% or more accurate data. The system sources relevant private and public consumer feedback from over 200 channels, including emails, forums, call center logs, chat rooms, social media, and e-commerce. What’s most unique is that its AI is the first ever to help recommend personalized business actions and predict the impact of those actions on key outcomes. Wonderflow is leveraged by high-grade customers like Philips, DHL, Beko, Lavazza, Colgate-Palmolive, GSK, Delonghi, and more.

Start making winning decisions based on customer feedback todayGet a free demo

smartphone reviews

Consumer Electronics · May 17, 2023

Phone or “Camera”? Key Insights of Smartphone Reviews Analysis

Once upon a time, phones were primarily used for making phone calls. But then smartphones arrived and changed everything. Phone calls became just one of the many things you could do with a smartphone, probably not even the most important one. Smartphones now allow us to do various activities, such as navigating, taking pictures, messaging, and checking social media. Our smartphones are filled with apps, and how we use them varies from person to person….

cultural norms ecommerce reviews

E-commerce · Mar 30, 2023

Can Cultural Norms Influence eCommerce Reviews? A VoC Analysis of 14 Countries

Every country has its own set of rules or expectations, which we call cultural norms. They are behaviors and thoughts based on shared beliefs within a particular culture or group. Norms are usually unspoken and create social standards for what behaviors are acceptable and unacceptable in human interactions. In a way, norms govern our individual lives. On the other hand, stereotypes are fixed, over-generalized beliefs, assumptions, or expectations about a particular group or class. In…

7 Teams That Can Benefit From A Voice of the Customer Software

Voice of the Customer · Mar 17, 2023

7 Teams That Can Benefit From A Voice of the Customer Software

Voice of the customer (VoC) analytics software is a powerful tool that can benefit any business department, from product development to marketing and sales. In this blog post, we’ll explore just some of the departments that can mainly benefit from using a VoC tool. 7 Departments That Can Benefit From A Voice of the Customer Software Marketing To be successful, marketing teams need to have a good understanding of what their target audience wants and…