The Competitive Advantage of Tomorrow….

By Taylor Jonston

The last 20 years has seen the world begin to look toward vast new technologies as a competitive advantage for their business. Now we will begin seeing the majority of business start adopting those tech advantages to where it will be commonplace operations.

I predict that the next competitive edge in business will be the human element. As the world tried to automate human tasks and interactions, the businesses that will stand out will be ones that cater to the human element. Taking an almost old school approach to operations & customer service that many businesses will crave as is slowly removed from the business world.

As the majority of companies automate systems & processes they will push out robot-like customer-service that CAN’T adapt quickly or respond personally to fix issues. This leaves customers in the dark.?

Companies should still adapt to new technologies, but NEVER prioritize the tech over the customer’s best solution as that will win every time. How do you know the best solution? Put yourself in the customers shoes and bring them ideal solutions before they know they need them. And when they have requests or feedback…….. listen. Then do what’s necessary to meet the concerns.?

The customer is NOT always right, but they should ALWAYS walk away knowing their concerns were addressed and cared for. WHY…. Because that’s how you care for, respect, and honor somebody.?

It’s called customer SERVICE for a reason. A business should only exist to bring a customer value. Not feeling served or cared for negates the value. Our businesses should be fascinated with what could drop the jaw of their customers.?

Personalized, human offerings will win over the next 20 years as the tech emphasis will reveal unintended consequences that put customers in the backseat.