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by James Robert Lay on January 18, 2021
Brief Summary of Episode #59
A digital growth mindset is not a marketing strategy. It's an entire organization transforming how it thinks about growth. Digital begins with a customer-first perspective.
The COVID-19 pandemic has accelerated digital technology adoption far beyond what we expected by early 2021. But the focus can't stay on technology.
We have to start with the customer.
Reverse engineer what's best for them, asking questions like:
What's the best way to get this customer to their objective?
And...
What's their best experience?
The answers will lead you to both the right technology and the right people mindset.
Doing digital well requires a growth team that incorporates marketing, sales, and service.
Obviously, that's easier said than done. Everyone wants alignment, sure, but where do you begin?
Start the way Melinda Mae ate the monster in Shel Silverstein's poem — bite by bite.
To talk more about achieving a digital mindset, I sat down with Joe Welu, CEO of Total Expert, during a Fireside Chat hosted by The Financial Brand.
Joe asked good questions about what digital growth really is, the need to define digital consumer journeys, and how to maximize growth through technology.
Key Insights and Takeaways
- How COVID-19 has changed the way banks and credit unions are doing business
- What the digital journey has in common with a Shel Silverstein poem
- How to unpack the acronyms from my book