You know I hear nearly every day (multiple times, across multiple platforms) how business has changed. I hear it so much that it has become sort of an assumed truth. We think, business MUST have changed. Everyone says so!
But has it?
I don't think business has changed. I really don't. I think the tools we use to deliver our business to our audience has changed. And frankly it's changed for the better! We can communicate our message better, faster, cheaper, more creatively and with more efficiency than ever! And because of that, I think it's the best time in history to start a business. That's great. But I don't think the "art of business" has changed.
Business hasn't changed because customers haven't changed.
We (as customers) still want to be appreciated. We want to be serviced. We want to be valued. That hasn't changed. Now some experts will say that customers want things faster, cheaper, and better than ever. No argument. But those are reliant on the tools of business. They want these things because they want to be serviced, appreciated and valued.
The problem is, many organizations are using these exciting new business tools to make the customer feel minimized. But they are doing it faster!
The challenge in business is not different...the tools are. So make sure to focus your organization (and its tools) on creating an exceptional customer experience.
It's not rocket science. It's just business.
No comments:
Post a Comment