A constant theme in my professional life that I openly express to clients, and also write about on this blog is how technology and digital channels continue to drive people to become more demanding of brands and businesses.
People are expecting to be able to do anything they want, anytime and everywhere with the companies and brands that they deal with.
This means all manner of industries are changing their business approaches and becoming increasingly digitized, seeking and demanding a variety of new interactive services to meet what is the most demanding consumer the planet has ever experienced.
In my professional career, I have always been passionate about three key business strategies for brands. Each hyperlink provides further details on this theory.
1. Be customer centric in everything you do and make your brand useful to people first, before doing anything else.
2. Understand the entire customer experience you are operating in and advance the user’s purpose pre, during and post any engagement and transaction of value.
3. Don’t create friction or worse take up oxygen with messages that are not important at that point of the user’s goal. Always attempt to create twenty-four seven customer led experience that continues to be optimized both online and offline.