In the current world, everyone wants to run businesses more efficiently, cheaper and save time. Automation is one of the greatest current trends in business. The term automation means to use technology or machines to complete tasks which humans executed earlier. This might involve the replacement of humans with robots in assembly of cars to inquiries on customer services by use of software.
Nevertheless, to automate is vital, but there is one thing, it is important to remember About Value. Value is what really counts either to the customer or a business. The result or the outcome is what can be produced out of steps using a product, a service or a solution. Automation in a various section of a business should not always be rushed into and the first that should be looked into must be provision of value. So what makes the strategy of Value First, Automation Second so potent?
What is the Value in Business?
Value is something that we are discussing when speaking about a business as a useful and helpful good or service to a customer. Value may take lots of different forms: quality, convenience, innovation, customer service, etc. For example:
- High-quality phone has value in the sense that it has a longer lifespan and works better compared to a low-priced one.
- The benefit of a fast delivery service is that it saves on time taken by the customer.
- An effective customer service team is useful in its ability to solve problems in a quick fashion.
Value is what separates a customer going to one business or another. Lack of value means that there would be no point because customers are willing to do business with you or even remain loyal to your brand. Therefore, you should consider asking yourself the question before even considering automating tasks: What is the value that my business can give to the customers?
The reason behind focusing on value, first.
- Building Customer Loyalty
Customer loyalty in any business is very essential. Customers do not purchase a product or service, but they initiate an experience and one that adds value into their lives. When you regularly deliver value, your customers will still come back to you.
As an example, when a company consistently delivers high quality goods or gives high customer service, people will believe them, and stick to their services as opposed to those of a firm that is faster than the other due to automation, or those that give cheaper services.
De-valued, automation is senseless. Consider the case of a business that automates all the processes and does not add value to customers, they will soon lose interest, regardless of how efficient the business becomes. It is the value that keeps the customers.
- Understanding Customer Needs
You have to be in a position to know what your customers require first before you can automate anything. The value is in addressing problems or addressing a need. The businesses that lack the ability to know the customer will not effectively automate since chances are the product or service will not live to the expectation of the customer.
One may take a restaurant, where the ordering system may become automated through the tablets or robots. Nevertheless, a damaged food quality or a rude treatment cannot be replaced by any degree of automation, as it kills the business. There has to be an understanding of what customers appreciate including good food and friendly services before automated processes are introduced.
- The Risk of Over-Automation
Although automation can enable businesses to be more fast, cheap, and efficient, automation can actually be done to an extent where the personal touch of a business is eliminated. As an illustration, chatbots are commonly utilised by way of a business enterprise when it comes to supporting its consumers.
Chatbots are not able to resolve complex issues and cannot always express empathy although they are able to answer simple questions. By over-automating a business, customers are likely to get a feeling that the concern of customers is not being addressed.
Value first approach implies creating knowledge on when an automation is either appropriate or when there is need to have a personal touch to it. Walking the line between the value and automation is the main key to the successful business development.
- Long-Term Success vs. Short-Term Gains
Automate before you focus on value and it may prove to be profitable in the short run but failure in the long run. Automation can save a business in the short run, but where the added value to the customer is not as it should be, then a business will lose its competitive market. Value is an assurance of a long-term success since it will make your customers to remain right at your door.
As an example, a business can automate to reduce its expenses, yet when automation adversely affects the product quality or the experience of customers, they will resort to others, who provide a better value. The business can eventually find it hard to retain customers.
The Way to be Value-Centric Prior to Automation
- Identify Customer Needs
The initial questions to ask are What do my customers want or need? This forms the basis of value generating. To ascertain the needs of the customers, you may:
- Carry out surveys or request feedback.
- Compare other businesses and find out how they meet customer needs.
- Show feedback about products on social media, websites.
When you comprehend the need of the customers then you will be in a position to begin to deliver value by means of products, services or experience.
- Offer Quality and Consistency
One of the most vital things about value is consistency. Whenever customers come into contact with your business, they expect quality of products and services offered to them. Make sure that your products are of high standard and your customer service is not a problem.
- Deliver a Great Customer Experience
The value is constructed through a good experience. It is always the ease to simple things, like trouble-free purchasing or a rapid delivery that impresses the customers. Pay attention to the provision of smooth user experience.
- Focus on Problem-Solving
People purchase products to seek solutions. Ensure what you are selling is something that will directly solve a problem or a need. In an example, home cleaning service offers value as it eliminates the dilemma of having a dirty house.
- Build Trust and Relationships
Value comprises of trust. Whenever the customers place their trust in you, they will always continue returning. Focus and prioritize your customers and be customer-centric on how things are being run. An organization that treats its customers well will always get its loyal customers.
At What Point should we Automate?
When you have completed ID and validation of the value you are offering, you can begin to consider ways of automating some functions. Value must never be eliminated through automation but it must supplement and complement it. Automation can be applied to some of the following tasks:
- Customer service chatbots for answering basic inquiries.
- Inventory management to track stock levels and orders.
- Marketing emails to keep customers informed and engaged.
- Sales and order processing to speed up transactions.
With all these functions automation, you have more time on your side to allow your team to engage in more productive work such as enhancing customer relations and developing novel products. However, do not forget that one must always make sure that the value can still be upheld or enhanced through automation.
Conclusion
Value First, Automation Second is a strategy that assists business to ensure they are firmly established before they fill their boots into technology. One can quickly be tempted with the hype concerning automation, but the companies need to engage with the customers and determine what they need and then provide value.
Automation can only optimize processes once value has been defined, but it is never to be above the value that your business has been in the first place. Prioritizing value does not only help to enhance customer satisfaction and loyalty but rather preconditions long-term success of businesses. Take away: Automation is an aid to supplement, not to substitute value.