This blog is part of our Digital Transformation series inspired by key highlights from the presentation, How to Reimagine and Reset Your Organization for a Digital Transformation. Shown at Emerging Horizon, the 2017 North Carolina Council of Community Programs Conference held in Pinehurst, NC, this presentation was given by Core Solutions CEO Ravi Ganesan.
We live in a time when more people are motivated to share their experiences with brands and organizations online, detailing encounters—both positive and negative—for other consumers to consider as they go on to make their own choices. Smaller organizations will know that sometimes these online comments and reviews can reflect a company inaccurately; a narrow perspective or an incomplete picture of a more nuanced experience can have real potential to damage or shake a brand’s reputation. And because the customer is always right, it’s important to make an effort to resolve the situation. But when these shared experiences paint a true picture of the shortcomings of an organization, it’s time to make some big improvements to better shape the experiences you offer consumers because they’re something you can control.