Following is an excerpt from CI columnist Daniel L. Newman’s e-book, “New Rules of Customer Engagement.” Check back each week as we share a glimpse of his descriptions of each of the six trends that he says are redefining how integration sales professionals must deliver solutions for their clients. The e-book is scheduled to be unveiled in conjunction with NSCA’s Business & Leadership Conference, Feb. 27 to March 1, at the Four Seasons in Dallas.
If you lead a business, any business, B2B or B2C, things are changing.
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.
New Rules of Customer Engagement, an e-book for sales professionals (and their bosses)
CI columnist Daniel L. Newman’s book is being showcased on Commercial Integrator. Check back weekly for excerpts:
1/10—Intro: Redefining the Sales Process
1/17—Trend 1: How Informed Consumers are Changing Everything
1/24—Trend 2: Why Your Response Time Must be Faster: The Impact of Immediacy on Customer Experience
1/31—Trend 3: Getting Creative: Your Business Value Lies In Your Creativity
2/7—Trend 4: The Role of The Human Network; Your Human Network
2/14—Trend 5: Don’t Sell Me. Show Me! Selling More by Driving Outcomes and Advocacy within Your Client Organizations
2/21—Trend 6: Customer Experience Trumps Everything Else You Do: Why Mediocre is the New Bad and Extraordinary Must be the Ordinary
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.