Digital transformation creates the opportunity to do things differently and serve your customers better.
People are loyal to brands that they love. They love the great value and customer experience that these brands bring. By embracing digital and undergoing a digital transformation, companies can use resources they could not use before and deliver a positive experience beyond what the customer expects.
In our world today, customers live digitally. So if you want to deliver the same positive customer experience that most of these brands bring, you have to go through a digital pivot.
But digital is not just about using the latest and most popular tools. It’s about being founded on customer experience and being able to solve the customer’s problems. Listen to this episode as Howard Tiersky guides you in undergoing this transformation and becoming a brand that your customers love.
Howard is the Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. He was named by IDG as “One of The Top 10 Digital Transformation Influencers to Follow Today,” and by Enterprise Management 360° as “One of the Top 10 Digital Transformation Influencers That Will Change Your World.”
As an entrepreneur, Howard has launched two successful companies that help large brands transform to thrive in the digital age: FROM, The Digital Transformation Agency and Innovation Loft. Among his dozens of Fortune 1000 clients are Verizon, NBC, Universal Studios, JPMC, Morgan Stanley, the NBA, Visa, and digital leaders like Facebook, Spotify, and Amazon.
Prior to founding his own companies, Howard spent 18 years with Ernst & Young Consulting which then became part of Capgemini, one of the world’s leading global consulting firms, where he helped launch their digital practice.
Howard speaks regularly at major industry conferences and is proud to have been on the faculty of the NYU Tisch School of the Arts, his alma mater. He is a frequent contributor to CIO Magazine.
01:27 – Introduction
02:59 – What is the Brand-Love Continuum?
09:30 – What do businesses do in order to become a loved brand?
14:49 – Does my business really have to go through a digital transformation?
19:23 – Why becoming a digitally-driven enterprise is what digital transformation is all about.
24:18 – Is digital transformation really all about just learning how to be more customer-centric?
26:44 – The Customer Love Digital Transformation formula.
35:41 – Common mistakes in creating personas and journey maps
41:02 – The Customer Experience Iceberg
46:14 – The one question every B2B digital marketer should be asking themselves.
46:33 – Connect with Howard Tiersky
“There’s no such thing as serving a business; you can only serve people.”
“Human beings want convenience, value, and personalization. These are the three core most important characteristics of an elegant digital experience.”
“Digital creates the opportunity to do things in a different way.”
“The driver of effective digital transformation is being more customer-centric.”
“The gauge of success is not how digital you are. The gauge of success is how much your customer loves you and how effectively you have made a positive experience for them.”
Episode Links and Resources
Howard’s book: https://winningdigitalcustomers.com/
Howard’s LinkedIn: https://www.linkedin.com/in/tiersky/
Winning Digital Customers podcast: https://podcasts.apple.com/us/podcast/winning-digital-customers/id1535975495
Digital activity ROI assessment: https://b2bdm.com/digital-activity-roi/
More episodes related to digital transformation: https://b2bdm.com/digital-pivot/