A Sophie’s Choice situation:
Play it safe -or- Play to win?
The answer to this question has dire consequences not only on the current and near-future stability of your company, but also its long-term viability and success. For almost everyone, there’s no immediately obvious answer. Scaling down your investment into your digital platform significantly increases risk, including the stability, security, and performance of your website. It also risks potential growth opportunity resulting in a long term competitive disadvantage.
On the other hand, maintaining a full time dedicated team and continued investment of resources represents a financial risk when there’s no room for error. Maintaining investments dedicated to the maintenance and progress of your digital platform can help you fully leverage your organization's hard work, while also likely reducing stresses in other client touch point areas.
Risks of Reducing Resources Dedicated to Your Digital Platform:
- Increased risk of site deprecation, instability, and resource inaccessibility
- Can increase stress on other client communication channels (heavy call volumes, delayed response times)
- Declining client experience leading to increased attrition
- Unmanageable workload for understaffed in-house teams
- Compromised long-term competitiveness
We have seen organizations face this decision many times. In this time of uncertainty, this much is certain: In-person customer and prospect service and communication is no longer solely reliable, or perhaps even possible at the moment. Providing a successful digital experience for your customers in this current state is a mandatory. Your organization’s dedicated investment into maintaining and improving your digital landscape cannot falter.
Organizations reliant on traditional customer footfall to deliver their experience will be challenged to compete in this new world.
So what do we do now?