2020 has been a year unlike any we’ve experienced in recent memory. One thing that has become clear is the importance of digital in helping people stay connected – whether that’s new ways to contact customers, or a weekly Zoom quiz with the family. So how should companies go about setting their 2021 digital strategy? In this month’s Friday Five we go over our top tips:

1) Identify your customer’s pain points

In the recent FT Digital Dialogues webinar titled ‘New Challenges of the Digital-First Business’, David McMillan, CEO, esure, talked about how customer demand for self-service has risen dramatically, therefore there are opportunities to smooth the pain points in customer journey.

A great starting point before setting your digital strategy should involve sitting down and identifying any customer pain points (McMillan identified 150!) and use those as a starting point.

2) Take stock of where you are

It seems simple, but before charging ahead with a new digital strategy, look at what you’re doing now. Use data from Google Analytics, your sales pipeline, customer feedback - anything you have to create an up-to-date picture of your current situation.

3) Take in a wide range of views

Look across your organisation for thoughts and ideas when creating your digital strategy. Your sales team, customer service and even your accounts department may have valuable insight into customers’ pain points and areas to improve. Don’t discount any views just because they come from an unexpected place!

4) Prioritise

It’s important to remember that you won’t be able to achieve everything all at once, so make a list of what are the most urgent and important areas for improvement. Break tasks down and think about whether you can achieve the desired outcomes in phases.

5). Partner with appropriate experts

Part of executing a successful digital strategy will be ensuring you have the expertise to deliver your plans. If you don’t have the expertise in house, then partner with those who do to help you to create the best digital solutions.

If you’d like some help with your 2021 digital strategy, get in touch or find out more about how we can help here.

Friday Five – Tips for Setting your 2021 Digital Strategy