What do you think are the best strategies to help clients enhance customer engagement and better serve their customers?
First, make it a business imperative to listen and understand your customer context, their plans for the future, and operating reality. Design formal and informal, structured and unstructured ways to ask the right questions and elicit responses. There is no more powerful source of insights than the “voice of the customer”. As a service provider, it is critical to know what is working, what is not working and why.
Next, based on the understanding of the current and future needs, craft solution offerings to help address the growth trajectory. In 2022 as we are slowly stepping out of the pandemic, the market is looking at creative ways for business growth and scalable sustainable innovation to stay competitive and deliver impact.
Last, use creative marketing approaches to tell your story to customers. Share solutions, expertise and ideas which can help address your current challenges or catalyse future business growth. The key is to understand who is the decision maker, who is the influencer, who is the user and who is the advisor. Tailor your story according to their role in the business decision-making workflow.
Design formal and informal, structured and unstructured ways to ask the right questions and elicit responses.
After a year of disruption, what advice can you give to organisations looking to become more agile and resilient?
Start with a baseline of where you stand today because any growth starts with an integrated and realistic view of where you are now. So if we’re looking at social media engagement – what is the current average engagement rate for a LinkedIn post? What is the industry benchmark? And what do you want to achieve?
Next, the priority is to leverage technology to automate processes and break down silos to build end-to-end business operations. Simplification of processes is key for agility, and to enable collaboration to happen across all teams, units and functions within an organisation.
Last, use real time data for decision making. That means you need to design a data architecture and model which provides visibility into key data at the right time, and a framework to enable decision making.
Simplification of processes is key for agility, and to enable collaboration to happen across all teams, units and functions within an organisation.
What steps can leaders take to help people adapt to change, and then keep up with the pace of change in these accelerating organisations?
A lot has changed in the last 12 to 18 months, and while most of us have embraced the “new normal”, the reality is that the situation on the ground is still dynamic. Changes in terms of business, process, technology and ways of working are core to our new world. As a result, professionals across industries and across the globe are on a journey of unlearning and relearning. Designing and implementing enterprise-wide skill programs are of paramount importance. Look at what skills exist, which skills are gaining momentum in the industry and what new skills are to be developed.
It has become extremely important for leaders and organisations to look at ways to connect, converse and engage with the workforce to keep them informed, energised and motivated. Active listening to the ‘voice of employees’ is important to keep a ‘pulse’ on ground situations. Design, develop and deploy employee engagement programs so you have a strong sense of corporate culture, albeit in a hybrid model.
It has become extremely important for leaders and organisations to look at ways to connect, converse and engage with the workforce to keep them informed, energised and motivated.
NISCHALA MURTHY KAUSHIK
CMO & EXECUTIVE MANAGEMENT MEMBER
Fresh Gravity
Fresh Gravity is at the cutting-edge of digital transformation. We drive digital success for our clients by enabling them to adopt transformative technologies that make them nimble, adaptive and responsive to the changing needs of their businesses.