We live in a digital age where more than a billion websites can be accessed on an ever-widening array of devices. With competition for customers firmly focused on who can provide the best digital experience, modern businesses have been forced to maintain multiple digital outlets. Unsurprisingly, there’s a direct connection between the growth of digital processes and the need to manage such operations.
Even though many businesses are investing in digital growth, very few have done the same for digital operations management. This is probably because many people don’t know what digital management is and how it works.
While properly implemented, well-managed digital operations can bring a significant ROI, poor management can have a negative impact on customer experience and brand loyalty, especially if overlooked. In fact, many companies have fallen into these pitfalls.
Today, businesses are beginning to see how digital operations can help improve customer experience. But despite the shift in perspective, there’s some confusion about what good digital operations management should look like and how it can be achieved. Why not find out more?
You might be looking to implement a digital operations management framework. But to effect operational change and enjoy a significant competitive advantage, you need to consider the following key elements.
1. The maturity of your digital operation
You need to measure your ability to manage your digital footprint. Your digital operations maturity is vital, and so is implementing a continuous means by which you can monitor and improve how you manage your digital estate. You cannot have an efficient and effective digital operations management unless you understand your maturity, particularly in highlighting improvements that can help elevate your digital management capability. Once you’ve assessed your maturity levels, you can make recommendations for change, implement new solutions, and monitor these for success.
2. Digital governance
Digital governance is not all about having a chain of command to prevent the occurrence of unauthorized activities or who is authorized to add to or remove the content published on your website and social media account. Having clearly defined management roles and responsibilities is merely part of digital governance. You also need to ensure your policies and standards are upheld and translate the resulting data into meaningful, actionable intelligence to help improve your digital presence. Governance is also about realizing the value of the data produced by monitoring tools and integrating analytics into the process.
3. Your KPIs
Besides highlighting areas that need improvement, evaluating and reporting your KPIs will inform how you optimize your digital estate in future. While it’s might be untapped, this area can help you gain a competitive advantage. The ability to analyze information collected from multiple sources is the key to understanding how your digital operations are performing.
4. Tailored training
Having a structured training process is key to ensuring the continuous monitoring and improvement of your processes. Formal training sessions, master classes, and Q&A surgeries can help improve client knowledge. In addition to content, you need to provide ongoing training that focuses on the context of your staff’s roles and responsibilities.
Businesses can improve customer experience through digital effectiveness. However, the enhancement of your digital operations management is of significant importance to this. You also need to understand how your online presence is being managed. This is not only possible but also necessary for success.