Have you been doing it wrong? Achieving True Digital Transformation in 2020

Digital innovation is an irreversible trend intrinsically tied to business survival. It is, however, easier said than done when it comes to larger enterprises with traditional business mindsets and a complex organizational structure. The clock is ticking; the question is: how to get started? 

Tailored to enterprises starving for change, this digital transformation playbook covers fundamental concepts, values and goals of digital transformation, prior to unfolding a detailed step-by-step action plan.  We also shed light on anticipated challenges and a market overview for 2020 to complete a comprehensive strategy.

1. Introduction: Change for survival

If you ask why an enterprise decides to invest in digital transformation, it is most likely about survival. Some call digital transformation a revolution, one that has been spanning across the globe, impacting businesses big and small in every industry. According to Global Digital IQ Survey 2018 by PwC, 64% of top financial performers say their business faces a serious threat from disruption. Moreover, over half of the tech leaders (54%) believe that their company will fail within four years if they aren’t successful in their digital transformation efforts, as shown in the Wednesday report from Couchbase.

Today, businesses in any industry are at risk. Tomorrow, an industry giant could be taken over by a disruptive innovator. Looking back, the economic landscape has never stopped changing; but “digital” has accelerated the pace tremendously while pushing businesses to compete in a global market space. The only way for them to keep their competitive edge is to act now: to constantly challenge the status quo, improve and transform.

Let’s admit the truth. Digital transformation is costly and complicated. While uncountable businesses announced victory in achieving exponential growth in profitability and efficiency by leading the change years ago, many remain wavering and unsure about transformation. Here’s the good news: sound leadership will turn the investments into competitive advantages, and save your business from going all-in blindly to technology. The key roles of leadership will be discussed throughout the step-by-step guide to help businesses in need to develop a sound digital transformation strategy.

People over digital

If you don’t know where to start, always remember the core objective of digital transformation is to serve people, i.e. to elevate customer experience and empower employees to work more efficiently. Whether the transformation will go well depends on people too – leadership with clear visions and business strategies, whereas technologies are just your tools to fulfill the objectives.

Think of it as a fitness training program. Profitability and efficiency (your transformation motives) can be enhanced through training up employees with customer-centric mindsets and digital skill sets (mindsets and muscles), getting rid of unnecessary processes (body fat) with the help of innovations and technologies (diet and workout plans). Instead of following whatever resources available online, what you really need is a transformation guide tailored to your own needs.

We are about to take you through a holistic transformation from the fundamental concepts to an actionable roadmap, from the latest digital trends to top tips for avoiding potholes and achieving success.

2. The fundamentals

What is Digital Transformation?

Digital transformation is a holistic business initiative. If you look it up in Gartner IT Glossary, the definition also includes a similar term: “digitization”. Digitization is the process of changing from analog to digital form, also known as digital enablement, without any different-in-kind changes to the process itself.

Another commonly confused word is “digitalization”, the use of digital technologies to change a business model and provide new revenue and value-producing opportunities; it is the process of moving to a digital business. Digitization and digitalization are operational necessities, but they do not represent a full view of digital transformation.

Digital Transformation, as defined by Gartner, refers to

“ anything from IT modernization, to digital optimization, to the invention of new digital business models.”

As the name hints, digital and IT technology play a big part in the transformation. It often includes a range of digitalization projects, the process of employing digital technologies and information to transform business operations and processes, and ultimately the business models. Artificial Intelligence (AI), machine learning (ML), big data, blockchain and cloud computing are among the most common technologies used in digital transformations.

Pillars of Digital Transformation

The term “digital” leads to common misconceptions of IT being the focus of change. There are “forward-thinking” and “passionate” businesses out there that welcome any forms of latest digital technologies with open arms and ends up with a large sum of investment going nowhere. Emerging technology, like any other forms of investment, is risky, especially when evolving at an incredible speed.

Rather than adopting whatever technologies are trending, digital transformation is more about shifting thinking, changing products and processes to accommodate the digital environment. A real transformation requires a profound shift from product-focus to customer experience excellence, from functionality upgrades of products and services to operational efficiency.

Yes, it is easier said than done. The next question is where and how to start? Goal-setting is always the first and foremost. Begin with reimagining business goals and encouraging radical alterations to work cultures, norms and values, while technologies and innovations serve as enablers for this holistic change. Look into the step-by-step guide for more actionable tips and pitfalls to avoid.

3. Actual values of Digital Transformation

Elevate Customer Experience

Customer experience (CX) is never the cherry on top but the cake itself, in case you are not fully aware. According to Gartner IT Glossary, CX stands for the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. From a report issued by Mckinsey & Company, customer-experience leaders gain rapid insights to build customer loyalty, improve employee satisfaction, and adds up to revenue gains of 5 to 10 percent and cost reduction by 15 to 25 percent within two or three years. The customer-centric redesign process creates exponential values to the business in numerous aspects.

 

Moreover, with rising consumer demand and competitive pressures, whether your enterprise can deliver a positive CX is the key to survival, as it essentially defines your business’s relationship with customers, and hence the long-term sales and revenue. According to a study by IBM, 68 percent of 12,800 C-levels surveyed across 20 industries said that they expect organizations to emphasize CX over their own products in the future.

What comes as a surprise is that while 80% of the enterprises interviewed by Bain and Company believe they deliver “super experiences”, only 8% of their customers agree. This has revealed a significant gap between how well enterprises think they are performing and the cold reality. With customer-centricity being a dominant trend across the globe, there is an urgent need for businesses to re-examine customer experience and take it as a priority.

Maximize operational efficiency

Operational processes occur at all organization levels. Process automation is another common goal in digital transformation to enhance efficiency and productivity in the workplace, with specific goals varying from one industry to another. Common processes range from quality assurance, delivery, employee analytics, help desk support, auditing, cost estimation to marketing research, etc.

Automation boasts a faster, cheaper and easier way to perform repetitive, manual processes, with advantages such as
-Increasing output
-Reducing labour costs
-Improving workflow
-Standardizing product/service quality
-Minimizing errors

These benefits eventually lead to better customer satisfaction and employee satisfaction. Research suggests that as many as 45% of the activities individuals are paid to perform can be automated by adapting currently demonstrated technologies. Furthermore, automation will offer significant competitive advantages typically between 3 and 10 times the cost.

Is the investment worth the risk?

As the general rule goes, great rewards come from taking risks. Digital transformation involves complex changes in business strategies and operational structure. It is a long-term, large-scale investment with high-level risk coming with it, especially for companies lacking common knowledge on the impact of the transformation on the business. Digital training is crucial for all employees, especially the C-suite and senior management.

McKinsey suggests that the success rate of digital transformation initiatives is less than 30%. Said another way, more than 70% of these initiatives fail. So the question here is how can your company make sure it is getting a positive return on investment from the money and resources dedicated to the project? That’s where leadership and the concept of digital ROI come in.

Companies moving forward on a digital transformation are well advised to take on an enterprise-wide view during the planning and prioritizing process if they hope to fully align investments to their overall digital strategy. It is an integrated approach that requires top-down goal setting and regular measuring of performances and returns. A set of key performance indicators (KPIs) metrics are necessary to keep track on the impact of digital initiatives more accurately and make adjustments to execution or even incremental goals when necessary. A suggested framework for digital KPIs metrics will be discussed further in another section.

4. Defining success in digital competency

Customer Experience Excellence

Customer-centricity focuses on the core issue “What do my customers really want ?” Across every industry, customers are demanding flexible, pleasing user experience (UX), as well as easy and transparent access to information of all kinds. An all-encompassing customer experience begins with understanding of your customers, mapping out customer journey for a personalized experience at multiple touchpoints. Think about your target audience. How can your business cater to their specific needs at the right time, with the right way? The “Five Ws” and the “how” are the simple but extremely useful guiding questions to get to know your customers.

Smart technology investment will offer great help in this aspect. Data analytics provide useful insights for customer preferences, how your products are actually performing, and whether they’re meeting customer expectations. Many enterprises today prefer to leverage AI and machine-learning alongside data to maximize customer experience, as pointed out by Forbes. The next section will feature more examples regarding tech application in the workplace. You may also refer to the market data section for the latest tech trends.

The Disney’s signature “MagicBand” is an example of incredible UX and personalization. MagicBand is an all-in-one smart device giving access to admission and shuttle tickets, hotel keys, fast pass, etc. It also supports e-payments at shops and restaurants in the theme park. Plus, customers can customize their magicband online to fulfill their needs. While customers are happy with the seamless experience, Disney will receive a tremendous amount of customer data in return. For example, when you arrive and leave; where and what you spend, eat and how much. With these data, Disney then uses machine learning algorithms to predict customer activities and manage demands, which offers useful insights for resource allocation such as employees.

From operational efficiency to employee enablement

Process digitalization reap benefits not only for the cost reduction, but to empower employees and increase productivity. The time spent in tasks used to be done manually can now be spent on digital training to fill the knowledge gap. Operational efficiency also means a workplace environment that fosters collaboration and connection between employees, divisions and different levels in the organization. Eventually a business should aim to promote a new work culture of idea sharing and innovation, encouraging senior management as well as employees in the executive level to continuously challenge and change the way we work for better workflow and output.

Empowerment has to be done with control and digital technology plays an important role. With data analytics, operational performance is more transparent for review and optimization, which help businesses ensure that the transformation in business units are actually helping the company achieve a centralized set of strategic goals.

5. Step-by-Step Guide

Congratulations on going through half of the transformation journey! By now you are keenly aware of the underlying motives and values of digital transformation, which set you up for a perfect start to change. From zero to one, here is everything you need to know about planning your next steps and taking actions.

Leadership: the success factor

Leadership is what turns digital investment into digital advantages — improved profitability and efficiency. As Digital transformation is a business-wide project, it has to be top-down led － by C-levels who oversees strategic plans and possesses comprehensive knowledge about the strengths and weaknesses of the business. Engagement of the C-suite is particularly crucial in the initial goal-setting stage, creating inspiring vision to lay down a solid foundation for the transformation to move forward and evolve.

The principles

To kick off, let’s be crystal clear about the core principles. First, instead of multiple individual projects, our framework of transformation is a long-term, staged approach with a series of incremental goals paving the way to achieving one or more enterprise-wide strategic objectives.

Second, while most digital transformations are found to have undergone similar transformation stages regardless of industries and contexts, every solution should be unique, hinging on individual objectives, pain points, markets, customer priorities, needs of stakeholders and so on.

 

 

Unfold the transformation in four steps:

Step one: Define transformation objectives

Frame the challenges facing the organization and determine the business-wide strategic objectives, followed by a mix of incremental goals with clearly-defined outcome. Set your goals following the S.M.A.R.T principle – specific, measurable, achievable, realistic and timely, with reference to external industry benchmarks. In the next section, we’ll give you examples of typical goals in various focus areas and possible metrics to keep track of your transformation progress.

Tips to success

-The C-levels should consider business-wide priorities while determining strategic goals and an all-encompassing transformation roadmap.

-Senior management in various divisions should get involved in setting of incremental goals to ensure division compatibility and alignment with the core business objectives. These initial meetings are brilliant opportunities to kickstart further cross-functional collaborations during the transformation processes.

-Replacing all old goals with new ones that turn things upside down is not a must. Each business has its own DNA of success, which might remain a competitive edge in today’s market. Consider merging the old and the new goals, values and cultures if it is for the best.

Step two: Acquire the right technology enablers

From vision to action — introduce the right technologies to begin with. Among a myriad of technologies available, data analysis is one of the most common enablers with a widespread applications relating to better customer experience, operational efficiency and employee satisfaction.

Data itself is not valuable until it has been processed into meaningful insights. Make data actionable. Let it talk. While humans can handle small amounts of data, overwhelming amount of data up to thousands, millions or more is where AI and ML come into play – to make sense of data by extracting meaning and patterns from an enormous amount of data in no time.

The insights will be useful in decision-making, including strategic planning, organizational structure, customer experience, operational efficiency, employee enablement and your next step in the transformation. A combination of technologies compatible with your business nature and goals can create exponential growth to your business.

Tips to success

-Process automation is often a good area to start off for quicker, clearer results, which provides incentive for further investment in other aspects in digital transformation. Moreover, manpower freed up can focus on vital manual operations to enhance productivity, while sparing time for digital training to fill in the knowledge gap.

-Governance mechanism is key: coordinate projects and build coherent structures and processes for management. Ensure a balanced portfolio of digital investments and avoid duplication.

Step three: Equip your team from mindset to skill sets

Mobilize your team to execute the initial plan and involve them in solution creation. Once the basic digital investments are in place to get started, share your vision to the whole team. Explain the rationale of initiating digital transformation. From management, front-line executives to close partners, they should work towards the same business-wide goals in order to succeed. In this stage, make sure they are on the same page with the top-level on:

-Urgency of digital transformation
-Purposes, principles, impacts and foreseeable advantages
-Business goals and incremental goals
-Customer-centric mindset
-Understanding of the strong tie between business and technology

Equip the team with the fundamental mindsets and digital skills through digital transformation training, with hands-on workshops and discussions led by professionals in customer experience and digital landscape.

Meanwhile, new digital teams can be formed by enmeshing existing and new talents in design thinking and innovations such as AI and data analytics. Outsourcing is a possible option besides nurturing in-house staff.

Step four: Empower and sustain

With the knowledge gap closing in gradually, the top-level can now involve employees in solution creation. After all, the top-level does not know everything in the operational level and it is completely alright. Encourage staff in each organizational level and division to share their challenges. Invite them to brainstorm solutions together and even initiate new transformation projects. Begin by promoting new cultures in the company to facilitate idea sharing, such as:

-Open and flexible
-Innovative
-Collaborative
-Change-ready
-Real-time
-Customer-centric

Now it comes to the most crucial task to sustain the transformation: measure and monitor. As digital transformation is scaling up with multiple projects taking place across organizational levels and divisions, control is what determines ongoing growth: increase in profitability and efficiency. Measure results periodically to check on progresses. We celebrate achievements to boost staff support; meanwhile, we prioritize investments and projects to based on their performances and make necessary changes.

Tips to success

-Provide incentives to gain employee support. A robust reward system gives staff a sense of purpose and motivation to align and support change. Alongside cash-rewards, consider non-financial rewards such as flexible workdays, additional leave, education, professional development or digital training.

-Utilize technology to encourage cultural and behavioral shift. For example, introduce digital platforms to break geographical and time constraints, engage and connect employees, facilitate idea sharing and transparent performance management.

-Be decisive in letting go unprofitable projects. While there are investments meant to reap long-term results over immediate gains, some projects are hurting the business. The top-level and middle-management are responsible for overseeing the overall performances and terminating loss in a timely manner.

6.Digital Transformation Metrics

For every change we make in life, we naturally aim for rewards to keep us going. Gym lovers always look for inches of body fat loss and muscle gain to prove to themselves the hard work pays off. The same rule applies in a massive-scale project like digital transformation, despite the need for a broader set of metrics to keep track of various aspects of the project.

Traditional business metrics or key performance indicators (KPI) are mainly categorized by functions. Without a uniform objective, divisional goals are often found to be conflicting with each other. For example, back-office division values efficiency and cost reduction while front-office is devoted to providing the best customer service. It is literally impossible to pursue optimized individual outcomes for both sides.

In digital transformation, boundaries between divisions are slowly dissolving, so does the metrics. On the other hand, there will be increasing cross-functional collaborations heading towards the same business objectives, which can be divided into four key areas: customer service, employee enablement, operational efficiency and innovations. This is where you start designing S.M.A.R.T goals and corresponding metrics for each category, with consideration to factors like
-Speed to transform
-Number of errors and the fixing cost
-Quality
-Productivity
-Ease of completing task

Tips to success

-Again, there is no such thing as a set of universal metrics that applies to all. As Gartner suggests, the value of a metric lies in its ability to influence business decision making.

-Refer external industry benchmarks as reference (cost saving, revenues, improved performance of agents, customer satisfaction, employee satisfaction, new ways of working, new capabilities)

-Regular progress examination and improvement are essential; even the targeted goal should be regularly revisited and revised if necessary. The goals should be able to address a specific, defined audience and can be understood by a non-IT audience.

7.Expected challenges

Culture

Digital transformation, like any other transformation projects, is a challenge to the physical and mental. Infrastructures and systems are the hardware that drives transformation, while cultures and mindsets impact employee’s morale and the way they work. Boston Consulting Group (BCG) suggested that for companies that neglected culture in digital transformation, only 17% managed to improve performance. On the other hand, 90% companies emphasizing culture management achieved breakthroughs and excellent financial performance; what’s more, 80% sustained the results.

A cultural change starts from the top. Leaders must communicate clearly about what needs to be changed. Encourage employees to engage with customers and partners and promote delegation over control. Promote an innovative culture that is agile, bold and collaborative. Foster cross-divisional collaboration instead of individual work. Again, the transformation is not IT-focused but a business-wide project. Mobilize and unite the whole team to participate and move forward.

*Merging old and new

*Employee resistance one of the biggest hurdles

Costs and resources

Budget is a practical constraint, but not a justifiable reason to walk away. Expect investment in digital transformation to be long-term, complex and expensive. Temporary profit drop within a short time frame is common. Same as fitness, persistence is key. Remain motivated by setting short-term goals for 6-12 months. Hit the small targets, measure regularly with tailored metrics to ensure the transformation is on progress and heading towards the right direction.

Maintainance

Digital service failure is a huge turnoff to customers and it hurts brand reputation, indirectly affecting sales and revenue. On-going maintenance is key. Further development of applications and services to seek upgrades and improve capabilities.

Sound project management and control are crucial. Set clear goals and organized schedule for each project. Before initiating a new project, always ask “why” to give a sense of purpose to the team. Do not invest in fancy, popular digital tools for the sake of becoming digital. Do not start many projects at the same time or it may risk going out of control. Be patient, one thing at a time. Focus on quality, not quantity.

8.Market Overview

Year of action
This is the time for transformation to go “pragmatic”. A pragmatic approach will allow companies to take action, address fundamental challenges and embark on large-scale digital transformation. This section is an overview of major global and Asian trends and staggering progress on innovations, with a particular focus on China and Asia.

Innovations in action

If you are a complete beginner in Artificial Intelligence (AI), we recommend reading “AI Superpowers: China, Silicon Valley and the New World Order” written by Dr. Kai-Fu Lee, Chairman and CEO of Sinovation Ventures. Another easy option is to go to our AI 101 Guide to get a grip of the fundamentals and real-life AI applications.

In simple terms, AI is all about building machines that are capable of thinking and performing tasks like humans. Lee classifies AI into 4 categories based on functions:

-Internet AI
E.g. Youtube’s recommendation engines

-Perception AI
E.g. iflytek’s voice recognition and speech synthesis

-Business AI
E.g. IBM Waston’s big data consulting service

-Autonomous AI
E.g. Tesla’s self-driving vehicles

 

 

Theoretically, AI can be applied to all industries and every aspect of life with boundless purposes and possibilities, e.g. AI-enabled chatbots for marketing, improving disease diagnosis for healthcare, predicting customer needs and preferences for customer service, automation in production processes for manufacturing, etc.

AI and data analytics often goes hand in hand. Working similarly as the human brain, the learning ability of AI is built on massive amounts of data taken in daily, which will then be processed, analysed and stored in memory. Next, the algorithms within will search for patterns and trends for further processing, which will help future decision-making. In this aspect, machines are often found to be better performers than the humans.

Build a data foundation with AI as priority

Forrester predicts that 2019 is the year robotic process automation powered by artificial intelligence will flourish. In Asia, many countries have included AI adoption in their national plan to enhance domestic and regional competitiveness, from China to Japan, Singapore to India, according to MIT Technology Review. Both public and private sectors are expected to participate.

A study by DIA shows has shown an increase in AI adoption rates across Southeast Asia from 8% in 2017 to 14% in 2018, while most companies were still getting the data basics in place. The report stresses the importance of building a strong data foundation, on which other technologies can be further built on in the next stages of transformation.

Competition between East and West

The three big tech giants in China, including Baidu, Alibaba and Tencent (BAT) are widely believed to have the money and resources to compete with the dominating tech companies for global AI talent. Take salary of a Machine Learning Engineer as an example, according to CB Insights, Baidu USA is offering from $130K to $175K while Google pays around 110K. Furthermore, many of BAT’s AI products — like smart speakers, AI in retail, and autonomous vehicles — are similar to what Google, Apple, Facebook, Amazon, Microsoft (GAFAM) have been working on.

Although Google had dedicated AI-related research work and had made a few AI-focused startup acquisitions even before it started discussing the tech in earnings calls, Baidu’s head start on earnings calls is indicative of its eagerness to rebrand itself as an AI company, and not just an internet service provider. China’s AI investments in the US accounting for 44 % outweighs GAFAM’s negligible 1% private market footprint in China.

Concerns over data privacy and ethical AI

Concerns have been raised over data privacy, with increasing number of regional compliances dedicated to addressing the issue. The EU’s General Data Protection Regulation (GDPR) was launched in May 2018, and equivalents in other countries include California Consumer Privacy Act (CCPA) in the US and the Privacy Amendment in Australia. There have been calls to regulate other innovations such as blockchain and the usage of IoT, especially among Western Countries.

Ethical AI is another controversial buzz phrase, expressing worries regarding unemployment due to AI and racial bias emerging in facial recognition. In fact, whether or not customers feel secure with the use of technologies affects customer experience. Enterprises should take care of sensitive issues like data protection and AI standards.

9.Conclusion

Whatever transformation you are going through, always seek the true motivations before you start. Work out and get lean to gain confidence. Go digital to gain loyal customers, empowered employees, innovation-driven cultures, efficient operations and cost reduction. The list goes on and on. With clear goals and expected outcomes, find the right enabling technologies. Always keep in mind: transformation covers all aspects of the business, and people is prioritized over technologies.

Leadership is key. Share your vision with your employees to inspire each other. Set clear, purposeful goals and keep them in the loop. Be bold to try, be keen to monitor, be brave to break unhealthy habits and terminate unprofitable investments.

The way to sustain? Build new habits and cultures. Allow the transformation to evolve from top-down to bottom-up, with employees taking initiatives to innovate and change for the better. What’s next? Act now, before it is too late. Challenge your business, before your competitor does that for you.

At NDN Group we provide training and solutions to help companies to embrace the digital world. Speak with our team to learn how we can help, info@ndngroup.com.  

 

It can be easy to get caught up in the latest SEO trends– mobile first, optimizing for featured snippets and using structured data. This article has some of the most important SEO basics that your business can apply to help your site rank higher in Google search results.

1.Research keywords for your SEO strategies

Make a listing of relevant topics based on your business

Consider the topics you need to rank for in phrases of ordinary buckets based on your business. Think about 5-10 subject matter buckets you have observed are critical in your business. Put yourself within the shoes of your customer personas and what types of subjects your target audience want to know in organic search. You might have trendy topics namely “inbound marketing”, “email advertising and marketing”, “lead generation”, “SEO”, “social media advertising and marketing” and “marketing automation”.

Fill in those topic buckets with keywords

Now it is time to identify some keywords that fall into the one’s buckets. These are keyword phrases you think are essential to rank for in the SERPs because your targeted customers are probably carrying out searches for the specific phrases.

Check for head terms and long-tail keywords

It is critical to check which you have a mix of head terms and long-tail keywords. Head terms are keywords phrases that are shorter and generic while long-tail keywords are longer keyword phrases usually containing three or more words. Your business has to come up with a SEO keyword strategy that is balanced with long-term goals and short-time period wins.

Check how your competitors rank for SEO keywords

Understanding what keywords your competitors are trying to rank for is a great way to help you give your list of keywords another evaluation. If your competitors are ranking for certain keywords that are on your listing, it clearly makes feel to work on enhancing your ranking for those keywords. Do include those SEO keywords your competitors don’t appear to care about with SEO analysis tools namely Ahrefs.

Then you can use the Google AdWords Keyword Planner to cut down your keyword list. It is time to narrow down your lists.

 

In Keyword Planner, you can get search volume and traffic estimates for SEO keywords you are considering. Google Trends allow you to determine which keywords and phrases are trending upward, and are thus worth more of your focus. Be sure to re-evaluate your SEO keywords regularly.

2.    Create skyscraper content

Skyscraper content includes finding high performing content in your niche and developing something higher, and then promoting it. You have to create quality content and develop content marketing strategies to boost organic traffic and outpace your competitors. You can discover your competitor’s most popular contents with Ahrefs, SEMrush and Buzzsumo tools.

SEMrush’s Content Analyzer is a good option that includes a content audit feature, which tells you when content was most recently updated and the number of shares a given piece of content received across social media. SEMrush also let you spot your competitor’s top content and display the keywords and phrases they rank for.

 

At NDN Group, we are SEO strategic partner of travelwebsite.com, an up-and-coming travel company based in Hong Kong. With the informative nature of the webpage, the improvement of content would naturally become our top priority.

With regular reviews and analyses on the website’s SEO performance, our specialists provide suggestions on trending and seasonal content that motivates potential clients to read on and stay, which is considered as a positive user experience. Our digital team gives insights on figures and finds any obstacles to achieving an optimized user experience.

3.    Take advantage of high-performing posts

You recognize that internal linking is a superb SEO practice. Most users don’t click past the first page. That means your pages with much less authority will be disregarded and could receive only lucky click. You can remedy this pretty fast. If you have got pages with high authority showing up at the first page of the search outcomes, take benefit of this and hyperlink to lower rating posts from these high-performing posts. This method can lead to extra clicks and higher rankings.

4.    Optimize your landing pages

One key element Google uses to gauge the quality of a post is its bounce rate – how quickly people leave your website after clicking on it in the search results. If people search Google and click on your website, then discover it is not relevant to them and then leave. Google takes notice and if this happens more, Google will drop your ranking for that search term.

Every page on your internet site ought to have a goal based on where your targeted customers are on the customers’ journey. Trying to sell to someone searching for information will simply annoy them and cause them to bounce. That is why you need to understand your users where they are coming from and what are their needs at that stage.

5.    Increase popularity by encouraging repeat visitors

Marketing is a long-term proposition aimed at pleasing customer need. Satisfying customer desire will inspire repeat visitors and repeat visitors will boost web traffic. By offering relevant, interactive content this is demanded via customers, your business website becomes more popular and ranking will grow over time. When using nontechnical techniques, sound marketing principles will ultimately lead to increased web rankings.

Conclusion

The SEO is tough and there are very few winners and a pile of losers. Your business needs to start making SEO a priority. Our SEO strategies will help your company boost website traffic and conversion rate, drive revenue and sales growth, thereby outpacing your competitors and upscaling business. Contact us at info@ndngroup.com.hk for a SEO consultation today.

NDN Group Partners with Shopline to Offer One-Stop E-Commerce Solution

Nowadays anyone can start an e-commerce, but which platform should you use this is the question. At NDN Group we are here to help, combining our knowledge in digital solutions and our latest partnership with Shopline, a leading holistic e-commerce platform which makes running e-commerce easy to manage and scale.

Shopline was founded in 2013 in Hong Kong. In a short period of time, they have expanded their operations to Mainland China, Malaysia, Taiwan, and Vietnam. Currently, employing over 200 people in the region and has over 100,000 merchants. In 2017, they became a Google Partner, the first e-commerce platform from Greater China. Their merchants are from multiple sectors such as apparel, automobiles, electronics, fast-moving consumer goods, food & beverage and more. Agatha, Fujitsu, Shu Uemura are some of their showcases. Their easy-to-use platform provides website design, stock management, analytics, customer service, and delivery.

Before you decide to sell online, you should know what is the objective; which audience you are targeting namely local, regional or global; and what is your budget? These will determine how complex your e-business will be and the kind of support you will need. You will need a solution that is compatible with your goals to avoid disappointment.

If you use a one-stop e-commerce platform, designing the website will be the first task for set up. Don’t worry if you are not familiar with design or programming. Shopline has 22 existing templates you can choose from. If you are feeling adventurous, you can also design your own. Simply drag and drop the functions you want and it will be ready. Their websites are mobile responsive so it will adapt to desktop, mobile, and tablet without any issues.

When the store design is ready, you will need to integrate your products to the inventory system. Shopline provides real-time inventory status. You will know what exactly is in stock and what needs to be replenished. Making it easy for you to respond to competitors and plan your promotion.

Knowing how your products are sold is important. Then you can decide your sales strategies such as what kind of offers to provide and which product to push. You can make all these decisions from Shopline’s powerful analytical tool. Say if you want to retarget customers who only purchased once, you can identify them, send an exclusive offer that’s valid for 48 hours to drive sales. The platform makes it simple for you to identify your target segment and customize promotions.

Above all, payment is crucial in any business. The platform makes receiving payments and making a refund seamless by supporting most of the payment gateways including major credit cards, Alipay, Apple Pay, Google Pay, PayPal, Stripe, bank transfer, PayMe and Faster Payment System (FPS).

Our partner understands customers have a busy lifestyle. They can receive goods at the comfort of their home or if they wish to pick up their order, they can go to specific locations such as 7/11, SF Express centers or smart lockers.

In today’s market, the capability to provide instant customer services can make or break your business. Shopline realizes this and therefore it has provided 24/7 customer service support through AI chatbot. Above all, customers can also get assistance through Facebook Messenger, email and SMS for a hassle-free user experience.

In terms of merchant support, Shopline provides many seminars and tutorials to help brands to improve their business. Say you have an ambitious goal to go global, visit their website and look for guides on how can a brand reach a wider audience in foreign markets and start selling internationally? If you want something more on digital marketing, there are guides on SEO and social media selling too. The tutorial covers endless topics on e-commerce.

Different from other marketplaces, Shopline has a simple subscription plan. If you sell over a specific volume, you will be charged a percentage of each transaction. If you don’t have time to go through the entire set up process by yourself, we are here to help. Through NDN Group and Shopline’s alliance, you will get all the advice and agility you need to win in the fast-paced digital world. Email our team info@ndngroup.com to find out more about the service and kickstart your e-commerce now.

NDN Group and Mobinology Forge Global Partnership to Deliver Enterprise-Grade AI-Powered Chatbot Solution 

Fostering synergy to empower enterprises to drive business growth and innovation at scale  

Leading digital corporation NDN Group and Mobinology, world-class business software developer, today announced a global partnership to deliver enterprise-grade chatbot solution to empower enterprises to accelerate business growth.

Powered by leading artificial intelligence and cloud computing technologies, the industry-leading and end-to-end chatbot solution enables global and regional enterprises with secure, scalable and agile operations, combined with machine learning and data analytics capabilities. The all-in-one chatbot solution defines new pathways for enterprises to deliver seamless and personalized customer experience. Enterprises harness the capability, value and benefits of the chatbot to reach out to hundreds of millions of customers globally.

“Having forged new partnership with NDN Group, our exemplary chatbot solution truly benefits clients looking to go the next level in digital transformation. We are elevating bot technology and innovation as machine learning and artificial intelligence move from novelty to necessity. We are dedicated to pushing the frontier of chatbot innovation, enabling our enterprise-strength solution to offer great value to end-users and bring the customer satisfaction to the ultimate level,” said Kenneth Chung, Head of Sales & Co-Founder of Mobinology.

“We are deeply excited to partner with Mobinology to offer bespoke chatbot solutions to meet enterprises’ unique business purposes, operational requirements and the bot performs multiple roles across diverse industries. We strive to apply next-generation technologies in a smart and innovative way to enable enterprises achieve their business goals and bring manlike conversational experience, alongside excellent scaling and integration abilities.” said NDN Group Chairman Andy Ann.

With the landmark partnership NDN Group leverages its expertise on curating captivating UI/UX design, outstanding conversational flow, distinctive brands’ tones and manners and sound strategy to interact with customers, whereas Mobinology epitomizes its technological innovation on machine learning, Natural Language Processing, data analytics and integration into enterprises’ communication platforms in the front-end and back-end.

The exemplary virtual assistant has enabled business save cost, accelerate response times and enhance customer loyalty – that all are staple of lead generation and enhance transactions and tap into exponential business growth. The AI-powered chatbot streamlines and automates customer services and offer human-like encouragement to accelerate interaction with customers.

NDN Group and Mobinology’s intelligent Enterprise Chatbot Solution offers various distinctive functionalities and capabilities at scale. Immersive Dialogue Flow is charted out to create high-impact customer experience with distinctive Tone of Voice and Manner to reflect enterprises’ branding for fostering maximum customer engagement and loyalty. Enterprises can also leverage Customer Analytics and Insights by conducting in-depth analysis on the conversational journey and understanding end-user behaviour based on data collected. With advanced Natural Language Processing (NLP) supported at the backend, this enables the bot to recognize all forms of language namely Cantonese for businesses to extend global outreach. Above all, closing the last mile with the Call-to-Action feature empowers the bot to use real-time information for accelerating revenue opportunities automatically after conversation with customers.

With all these next-generation features and technologies, enterprises rapidly reinvent, deploy and extend their strategies and applications to create unparalleled competitive edges. The chatbots are customized in industries, namely insurance, banking, automotive, gas and electricity, consume products, retail, property, hotel, aviation, capital markets and many others, irrespective of sizes and regulatory requirements among other things.

About Mobinology

Found in Hong Kong SAR and being as one of the advanced business software solution providers, we are specialized in providing innovative solutions for data-driven marketing and customer engagement. Powered by world-class Artificial Intelligence (AI) and Cloud Computing technologies, our leading AI platform (ELAIN®) and subject matter experts empower customers with advanced technologies to rapidly reinvent, deploy and scale their smart applications to create unprecedented competitive advantages to meet their strategic business needs.

With an established presence in delivering AI applications to enterprises in the area, Mobinology brings a high level of expertise in building and deploying conversational and cognitive applications.

About NDN Group

NDN Group is a major digital conglomerate and investment group focused on building, acquiring, and growing companies in the digital space. Our businesses are involved in a wide range of industries across multiple markets, including artificial intelligence, blockchain, big data analytics, digital media, mobile solutions, social media, e-commerce, e-sports, content development & distribution. Additionally, we also specialize in delivering digital transformation training for major international corporations in order to support the increasing demand for digital experts.