Have you heard of the Microsoft Paper Clip Guy? Maybe you even remember it!
They called it Clippy. It would pop up when you opened one of the Office Apps and give you a suggestion of what you needed to do.
Microsoft introduced it in Windows 1997 and retired it in 2007/2008. It took them a decade to listen to the fact that customers found it annoying.
The truth is it wasn’t so much that it was annoying. It was that what it recommended was often useless.
A lesson some people have forgotten in their rush to implement new digital technology.
Is Clippy that much different than a Chat Bot that pops up on a website?
Maybe not. Though it might be if it was useful for the customer.
Which is why I believe that your digital transformation strategy works best when you anchor it on providing value to the customer.
So much so that I explore this further in my latest blog post Anchor your digital transformation strategy on providing value.
Here’s a glimpse of what is covered:
- Focus on efficiencies that make it faster and easier for customers to get what they need.
- Blend digital technologies into the customer journey, augmenting and supporting the experience as an overall experience flow.
- Data is most useful when it’s relevant, trustworthy, and timely.
>>> You can read the blog post here!
I wanted to share this with you because I strongly believe that implementing a digital strategy anchored on customer value helps build your business.
If you do that, then won’t take you a decade to respond to what customers want!
