This week we feature an article by Steven Van Belleghem, author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. This is a turning point. The world is at a turning point. Not just because of COVID-19. The pandemic merely accelerated a number of […]
This week we feature an article by Steven Van Belleghem, author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations.
The world is at a turning point. Not just because of COVID-19. The pandemic merely accelerated a number of trends that were already emerging. The turning point affects different social layers as well.
First of all, the digital world is growing faster than ever. This is the end of digital versus analog, of online versus offline. We are now entering a hybrid world where almost every aspect of our lives will include a digital component. This evolution has a huge impact on the interactions between companies and customers.
Secondly, the attitude of the world is changing. People see the challenges the world is facing. Healthcare, climate and inequality are just a few of the serious problems we need to solve. People react differently to these challenges. Some people are afraid of them, others try to meet them and some even try to ignore them. This is the time for your organization to stand up. When it comes to dealing with global challenges, people tend to place more trust in companies than in governments. Companies have the resources and the ability to make a difference. In my new book, The Offer You Can’t Refuse, I invite companies to think about the changes they can affect in THEIR world. It’s not about changing the world, it’s about changing YOUR world. What is the good versus the bad in your market? And once you understand that trade-off, how can you reduce or maybe even eliminate it?
The behavior of customers is changing constantly. Today, many companies are asking themselves what changes in behavior because of COVID-19 will be permanent versus only temporary? My advice is to look at the long-term behaviors. To understand the future changes in customer behavior, I advise companies to look at the following evolutions.
The new customer expectations are influenced by three elements:
In order to win the heart and the business of customers, it is advisable to take these evolutions into account. In my new book, The Offer You Can’t Refuse, I have developed a customer experience model that can help you to create a future proof approach.
You can develop The Offer You Can’t Refuse by investing in the following four axes, which will allow you to react in an appropriate manner to the new generation of customer expectations:
Steven Van Belleghem is an author, entrepreneur and international keynote speaker. His core expertise is the future of customer-centricity. The combination between customer-centric thinking, the latest technologies and the human touch is the guiding principle in Steven’s stories.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
Read Shep’s latest Forbes article: Key To Uncertain Times: Create Customer Confidence
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2023 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap | Site by: digitalONDA
Legal Information | Sitemap Legap
Site by: digitalONDA