Is your business well tuned into new and powerful customer behaviours?
Welcome to the tech generation of customers! Smartphones and access to web-enabled services have created new and interesting challenges for businesses today. Not sure why? Just consider a typical day in the life of today’s well-connected consumer…
Jeff and Mira have had a long day. Their commute home was mostly silent. The long, hot summer day has sapped their energy and right now they can only think about finding a few minutes of rest and relaxation at home.
As they turn into their driveway, their energy rises as they think about making dinner together in their newly remodelled kitchen. Having designed the kitchen to be both comfortable and functional, they are excited to enjoy it again this evening.
But they can tell that something is not right the moment they open the door. The house is stuffy and hot. It takes only a moment to realise that the air-conditioning unit is not working. After a quick check of the system, they realise they will need some professional AC help.
Opening up her laptop, Mira does a quick web search typing ‘AC repair in Frisco, TX’ into the search box. Up pops the web list of 1,370,000 results starting first with four sponsored ads from AC repair companies in the area. But Mira can tell these are paid listings, so she scrolls quickly down to the Google maps listings and clicks on the ‘more listings’ tab to see all of the AC repair businesses near their home.
Together, Mira and Jeff pore through the listing of some 20 AC businesses located within five miles of their home. They are looking specifically to see who is open right now and if they are, what kind of reviews have they received from their customers. They find many businesses that are still open, but several have none or only a few customer reviews. They find a few who have well over a hundred reviews with average ratings of 4.8 or above. Together they decide that these are the businesses they should call first.
Denne historien er fra September 2017-utgaven av Indian Management.
Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.
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Denne historien er fra September 2017-utgaven av Indian Management.
Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.
Allerede abonnent? Logg på
Trust is a must
Trust a belief in the abilities, integrity, values, and character of any organisation is one of the most important management principles.
Listen To Your Customers
A good customer experience management strategy will not just help retain existing customers but also attract new ones.
The hand that feeds
Providing free meals to employees is an effective way to increase engagement and boost productivity.
Survival secrets
Thrive at the workplace with these simple adaptations.
Plan backwards
Pioneer in the venture capital and private equity fields and co-founder of four transformational private equity firms, Bryan C Cressey opines that we have been taught backwards in many important ways, people can work an entire career without seeing these roadblocks to their achievements, and if you recognise and bust these five myths, you will become far more successful.
For a sweet deal
Negotiation is a discovery process for both sides; better interactions will lead all parties to what they want.
Humanise. Optimise. Digitise
Engaging employees in critical to the survival of an organisation, since the future of business is (still) people.
Beyond the call of duty
A servant leadership model can serve the purpose best when dealing with a distributed workforce.
Workplace courage
Leaders need to build courage in order to enhance their self-reliance and contribution to the team.
Focused on reality
Are you a sales manager or a true sales leader? The difference, David Mattson, CEO, Sandler® and author, Scaling Sales Success: 16 Key Principles For Sales Leaders, maintains, comes down to whether you can see beyond five classic myths that we often tell ourselves about selling.
