Digital First

I recently saw an article proclaiming the advantages of being a digital first business, and it got me thinking. It is difficult to imagine a business scaling successfully without digital being a significant part of its growth strategy. As we Scaling Up coaches say, ‘whoever wins the technology race generally wins the race’.

Often it is only technology / digital solutions that prevent our costs rising just as fast as our revenues as we scale.

I have several clients who excel in digital solutions and digital transformations and many more who have used digital technology to transform their businesses and their cost structure. But I question the wisdom of ‘digital first’. Surely it should be ‘people first’ enhanced by digital.

Businesses are, at their essence all about people. Without people there can be no business and those businesses that prioritise digital over people do themselves and the people they are there to serve a massive disservice.

I say this against a background of having fought digital systems that only serve to thwart the customer trying to get information or to speak to a human being for too long. Too often it seems that systems are designed which put the customer last, not first.

In my experience the biggest offenders are the majors; banks, credit card companies and big automotive chains immediately spring to mind. If technology enhances the customer experience then bring it on. If it frustrates the customer experience then get rid of it or be prepared to realise the universal truth of that age old concept ‘the sovereignty of the customer’. We customers would tell you that if we could only get through the digital defences you have built, but if we can’t we will simply vote with our feet.

Many successful business owners eventually hit a wall on growth and struggle to climb it alone. When you work with me you get a fresh perspective, a solid plan, and customised coaching so you can grow and scale your business safely and at speed.

To check whether I can help you on that journey https://calendly.com/iankinnery/canweworktogether