Digital fitness is like, well, regular fitness. What do you want to see staring back at you when you’re done?
Great digital experiences are seamless, timely, connected, consistent, thoughtful and personalized. Easy, right?
In my years as a consultant I’ve seen a clear and consistent theme: Everyone knows they need to work out their flaws, but it’s hard to get off the proverbial couch.
So, as your digital fitness trainer of sorts, here are five steps to get you moving:
1. Have a vision
In your personal life, maybe you have visions of running a marathon, competing in the Ironman or conquering the Alps during the Tour de France.
In your professional life, you want to be ahead of the pack as well.
Your vision will get your organization to believe in the possible, and feel the inspiration to change at every level.
The goal is an unadulterated, limitless, and creative customer experience. The time is now.
2. Make an honest assessment
Maybe you haven’t exercised in two years. Maybe you’re not quite the “before” picture and certainly not the “after.” It’s OK. Everyone starts somewhere.
The key is honesty. This is about you and your customer – not the other guy.
I’ve heard a senior analyst say, “Marketers continue to disappoint me. They just don’t get it.”
It’s time to own it.
Here’s what to assess:
- What skills do they have?
- What are the skill gaps?
- What is their appetite for change?
- How are your people organized?
- How is your team being measured?
What you might find: Silos, competing agendas, and lack of understanding and vision.
- Do you speak differently to your various audiences at different points during your relationship with them?
- What are the gaps?
- What needs to change?
What you might find: Redundant content, content for the masses but not for your audiences, and disconnected content.
- What data are you collecting?
- Why are you collecting it?
- Where are you housing it?
- Does it paint an entire picture of customer engagement with the brand?
- What are you doing with it?
What you might find: Disconnected data, data without action, dirty data, and limited data.
- What does your stack look like?
- Does it work together?
- Are you getting what you need out of it?
- Does it evolve with you as your digital maturity increases?
- Are there gaps in features?
- Are you supported?
What you might find: Disconnected technology, redundant technology, shelfware, and gaps.