Digital Transformation is changing the way organisations do business. The customer now holds the power and it’s the customer driving the change, not the company. So, what exactly does this mean? The way some companies market and deliver products and services is no longer sustainable. Customers no longer want to be contacted via telemarketing or a direct mailout with generic information about your business offerings. They want to be contacted with relevant information, at the right time and on the right device. Customers’ needs are in the driving seat, and without them success is impossible. 

I recently had the privilege of joining KINSHIP digital as a Solutions Consultant. KINSHIP is a digital business consultancy that specialises in understanding, developing and protecting its clients’ reputation, brands, businesses and people on modern channels. In my first month at KINSHIP I realised very quickly that not only does KINSHIP work with clients to help them on their digital transformation journey to becoming a ‘customer first’ organisation, they also work internally to understand its customer motivation. One of my team’s key objective is to understand our customers market and business in order to ensure an enhanced delivery experience.  This is a win-win situation: pro-active mapping of business needs and objectives allows KINSHIP to anticipate customer needs in advance and gives us the opportunity to deliver a memorable, personal and meaningful service, ultimately leading to a partnership.

Customer insights are captured and applied across projects and this data is the core catalyst of digital customer ROI and fuels the journey to a better customer experience. Thinking from a ‘customer first’ perspective enables KINSHIP to improve customer satisfaction and create a unique user experience.

We know it’s no longer just about the product and services, it’s also about the customer. But we’ve forgotten one very important thing….the very thing that without it would mean no ‘customer first’ experience and no success. It’s your staff. Happy staff equals happy customers. At KINSHIP the team go above and beyond to welcome new members and ensure all members are trained, appreciated, heard, respected and guided. In the time I’ve been at KINSHIP I’ve been impressed with the initiatives they have in place to support their staff from, flexible working arrangements for working parents and students to team building activities. They’re always seeking feedback and suggestions so they can constantly evolve and I’m so excited to see what the future has in store at KINSHIP. Here’s to good times ahead!

#KINSHIPDayInTheLife. #KINSHIPWay. #KINSHIPCulture.