I recently attended the AWS re:Invent 2016 event online, which offered some fascinating insights into the world of Technology by folks who manage business (in the cloud) on an enviable scale. One such insight was: “Software is a mindset, not a skillset.” That got me thinking about how the same truth applies to Digital as well.
ThinkShop works with clients that need help in translating their business vision into reality, through the design and delivery of Technology-based initiatives. However, the challenges we most often encounter are rarely “technical” in nature. More often than not, an organisation struggles to bridge the gap between the “old way” of doing things and the “new way” it wants to so keenly embrace.
Its constituents – its people – who are often said to be its biggest asset, are the ones who are at the frontline of various functions, be it Sales, Operations or Customer Service. And, it is human nature that we humans find it difficult to accept change. That’s what the struggle is really about. That’s why we end up with a less-than-optimal Customer Experience. That’s why customers take to social media to warn their friends and family about their unpleasant experiences, so that they may not suffer the same fate. That’s why we have returns, and refunds and complaints, and all the costs that come with it.
Yes, modern Technology has made it all easier than it has ever been. We are no longer confined to our city, region or country – the world is our playground. We no longer have limited choices – the options are infinite. We no longer need to silently suffer a bad product/service – we can shout out our message to millions in the online world through the megaphone of our social networks. And this has significant implications for Business, regardless of the industry in which you operate – make no mistake about it.
Imagine you are shopping online for a gift. Your budget is about five thousand bucks, so you don’t mind signing up on a new website that specializes in that category (say, jewellery), if it means a better product range to choose from. You register on the site after finding one that seems well-designed, and has the funky designs you were looking for. Then, you zone in on a specific product, and are delighted to find that it even offers some options to choose from. Finally, you select the variant options you really want, hit the Buy Now button and proceed to the payment page… Transaction error!
What?! You entered your credit card details correctly. It was a valid card. Must be a website issue. Hey, there’s a chat window? A few minutes and chat messages later, the Support team says they will look into it and call you back in a few minutes, since there is no apparent error at the site’s end. 30 minutes later, you get a call from the Support team that informs you that the product you had chosen is out of stock, but can be sourced and sent in 10 days. They have no clue that you’re awaiting a call-back on the failed payment, nor do they seem to know anything about the variant choices you had made. You try for a few minutes to explain the problem, but they respond by saying they can email you a link for payment if you’d so like. To which product? What about the variants? Never mind…
What’s going on, here? Does this e-commerce enabled business inspire confidence in you? Does it seem like they have processes that actually work? Is there a probability you will land up with no product or the wrong product or one that comes in too late? Would you do business with such an enterprise again? I’ll tell you what I did – I cancelled my order and asked them to delete my account. Turns out that needed Tech Support intervention too, since there was no easy way for a customer to delete their own account. I’m still awaiting a call back on that. Sigh.
Today’s business enterprise needs to operate on the assumption that its customers know what global standards mean, when it comes to Design and Quality. Today’s business enterprise needs to acknowledge that its customers have the means to easily compare its product with that of its competitors, and therefore can cut through all the Marketing propaganda it puts out. Today’s business enterprise needs to understand that the always-on tribe it calls its customer is now part of a community that talks to each other – through reviews and ratings, by voting a thumbs up or down, by sharing relevant insights with others on your product/service. Finally, today’s business enterprise needs to embrace this world as the new world order, instead of resisting its tools and devices, pretending that they won’t talk about you if you don’t have an official Twitter channel.
Digital is a mindset, not a skillset. And this mindset needs to permeate down from the very top – the leadership of the organisation – all the way down to its foot soldiers. And I do mean, the foot soldier in every function. Yes, Legal & Compliance included! Only then will the enterprise truly be able to serve its customers in a world-class way, and compete with a sustainable advantage.
Let me end with another AWS insight for perspective – “You no longer get points for using servers, you only get points for serving users.”