Not only in the way have we meet our customers’ needs, but the entire process. Shift is underway.
From the first contact until eternity, it is the responsibility of our organizations—large and small—to create memorable customer experiences. Not some of the time, but all of the time.
In a world cluttered with mediocrity, standing out is the only way to get ahead and stay there. In fact, I contend average customer experience is worse than bad.
So how do we better engage our customers?
For most companies this isn’t going to happen by chance. It takes acute recognition of the changes happening around us.
Beyond recognition, it will also take action by leadership—a conscious shift from decision makers to embrace the change and implement new ways of doing things in just about every part of their businesses.
Perhaps you think you know what these changes are, or maybe you are wondering if the shifts we are going to explore are the same as certain shifts you see in your business.
So what is changing?
I call them “The New Rules of Customer Engagement.” These rules are constructed by the impact of six business trends happening around all of our businesses that may or may not be obvious day in and day out.
One by one, we will explore six trends that are forever changing the customer engagement process, then we will lead thought provoking conversations that can be applied to your business and leave you with resources for implementing the new rules to your business.
These six trends shape how companies need to do business from this day forward:
Trend 1: How Informed Consumers are Changing Everything
Trend 2: Why Your Response Time Must be Faster: The Impact of Immediacy on Customer Experience
Trend 3: Getting Creative: Your Business Value Lies In Your Creativity
Trend 4: The Role of The Human Network; Your Human Network
Trend 5: Don’t Sell Me. Show Me! Selling More by Driving Outcomes and Advocacy within Your Client Organizations
Trend 6: Customer Experience Trumps Everything Else You Do: Why Mediocre is the New Bad and Extraordinary Must be the Ordinary
If your business is ready to take on the changing landscape impacted by these six trends, stay with us as we explore how to create better business outcomes every day by focusing first on what today’s customers are seeking from their suppliers.
Ready to go?
We look forward to connecting to better customer experiences with you.
[box type=”shadow”]This is an introduction of my new book “The New Rules of Customer Engagement.” Stay tuned here and visit Commercial Integrator to get the preview chapters for the book that will be released weekly between now and the launch of the book. If you are interested in getting a free digital copy when the book is released please sign-up on the form below. [/box]
Daniel Newman is the co-founder of V3*Broadsuite and is an experienced C-level executive, serving as a strategy consultant for small and mid-sized businesses. He’s also an insight/analyst partner to four Fortune 50 enterprises and previously served as the co-founder and CEO of EC3, a hosted IT and communications services provider. Prior to that, he served as the CEO of United Visual, Inc. in Chicago Illinois.
He is a widely published writer who contributes weekly to Forbes, Entrepreneur, Huffington Post and industry publications such as Commercial Integrator, Sound & Communication and Corporate Tech Decisions. He’s also author of three best-selling business books including The New Rules of Customer Engagement, The Millennial CEO, and just recently Evolve: Marketing (^as we know it) is Doomed.
Daniel has established a reputation as a leading thinker in topics such as Social, Big Data, Cloud and Mobile. He has been named to many top influencer lists in all of these areas, including recognition by the Huffington Post as one of the 100 business and leadership accounts to follow on Twitter. He is also an adjunct professor of management at North Central College.
