Why we started – to be DIGITAL or not to be
Posted: Mon Jan 06, 2025 3:55 am
When we started our journey towards lean and agile 3 years ago we began mastering new digital challenges. We experienced first clear signals requiring immediate change. Within only 18 months customers mobile share to contact eprimo had risen from 20% to a stunning 50%.
Figure 1
Speed of Change – eprimo GmbH
However, even though the service was available for mobile use, it didn’t freight forwarders brokers email lists deliver the requested customer experience. Our customers expect levels of usability, functionality and availability they know from the applications they use most. If these expectations are not met, customers just skip and leave. We experienced first hand the impact of this experience gap. Satisfaction scores with digital service were low, bounce rates increased, conversions and first resolutions lagged behind what we were accustomed to.
Image 2
Gap Experience – eprimo GmbH
As we aimed to improve the experience, we realized that the speed of change in customer preferences had surpassed our capability of coping with it. An internal stock taking exercise revealed the root causes which are described below.
Figure 1
Speed of Change – eprimo GmbH
However, even though the service was available for mobile use, it didn’t freight forwarders brokers email lists deliver the requested customer experience. Our customers expect levels of usability, functionality and availability they know from the applications they use most. If these expectations are not met, customers just skip and leave. We experienced first hand the impact of this experience gap. Satisfaction scores with digital service were low, bounce rates increased, conversions and first resolutions lagged behind what we were accustomed to.
Image 2
Gap Experience – eprimo GmbH
As we aimed to improve the experience, we realized that the speed of change in customer preferences had surpassed our capability of coping with it. An internal stock taking exercise revealed the root causes which are described below.