Digital Transformation Is Not A Big Bang Theory Entering the 21 st Century One Step At A Time
As a lifestyle business in the 21 st century doing 100 % of its business transactions online , QNET ’ s goals to provide higher-quality services and better customer support are tightly connected with its digital development .
When you are aiming for such all-inclusive advancement , choosing the right partners is crucial . Delaware | Digital is proud to be selected as a prime partner of QNET in this process , co-creating the Next Step for Sitecore ( NS4S ) programme .
While moving forward in the digital growth and transformation , a couple of learnings occurred , which may be useful to any other companies planning such transformations .
Delaware | Digital has introduced their Digital Growth Map which makes it clear that it is crucial to work on three axes , in order to be successful in digital transformation :
- Channels - Data - Governance Companies don ’ t have to necessarily move at the same pace along each of the three axes , but significant steps need to be made when you want to start changing the company from within , like QNET did . 1 . Reach your channel objectives by building a solid foundation Digital transformation is an ongoing process that keeps improving , changing and disrupting business operations . When developing a digital ecosystem , it is important that the setup of the core system and technical architecture is designed for the future – for instance , in order to provide customers with personalised advice , which is one of our core objectives .
This is the reason why QNET started by selecting the Sitecore-Commerce system as a future-proof solution to develop its digital channels . Essentially , it is the foundation of its overall optimisation and prosperity . 2 . Single source of truth Understanding your customers and their preferences is crucial in order to create relevance for your digital channels . Collecting this data is not really an issue anymore . The challenge , however , is bringing the data together in order to create context and generate actionable insights . Data is often scattered in silos , which prevents managers from using it efficiently .
This is the reason why you need to work towards a single source of truth for all your data : where do you store your customer information , your product information , your pricing information , … what systems need access to which parts of the data ?
A good definition of actionable data is , good prioritisation of sources of information and confident decisions on how to use it , which are all crucial in a successful digital transformation . 3 . Move from silos towards integrated collaboration The development of a sustainable digital ecosystem requires the support of every department within the company . That is why a general mindset shift is so important in reaching digital maturity . We see a strong correlation between a customercentric organisation , overall digital maturity and ultimately , revenue .
This is an ongoing project where the left and right part of the brain need to work together , where IT departments and marketing specialists together have to focus on customer satisfaction . Within QNET , this is tackled by appointing two drivers in the digital core team , Ivan Woo as IT driver and Lordever Digan as Business driver . Customer Advocacy to tie everything together When you look at the picture on the left , you can see that even a hundred years ago , sales was not about pushing a product , but about creating an immediate connection with the customer . What does she want , what experience is she looking for ?
This is still true today . By creating relevant and personal “ moments ” for a customer throughout his / her journey with your company , you make him / her feel closer to the brand . A single customer that recommends a brand to his family and friends is worth more than any ad you can pay for .
When your business is ready to rise up to the challenges of the 21 st Century , use the above points as guiding principles to help you take the steps in digital . QNET is the perfect example of a company that shows impressive results .