Customers First

Customer Experience Management
Never has the customer/client had more power then in today’s market. This should hopefully not be news to you. With the continuing development of Social Media and the push for more technological interfaces for businesses - the Customer is in control.

As a business manager/owner it is paramount that you have given this perspective some thought or much needed re-engineering of your existing business. Your business model needs to be supportive to the customer/market dynamic. It does not matter how old, young, large or small your organization is - all aspects need to work to the requirements/needs of customers. It is still widely considered that if a business keeps to its old practices but adds a layer of Customer Service - that should hold off the pressure. Sorry - it will not be enough. The realities of your old/existing business pressures will push through and disturb the Customer Dynamic. You can not expect a customer/client to wait for you to catch up to them. You have to be out in front - bringing the solution to them.

Even regulated/government/procedural requirements need to be taken into consideration to improve the customer experience model. This will be the life or death of all organizations. As the continued development of technology and the ease of use becomes more wide spread - many new businesses will find opportunities that you are letting occur. REMEMBER - Change is the only constant. Managing that change so your business can grow and maintain itself is the stuff that keeps Executives up at night.

Work with consultants that have the insight, experience and perspective to navigate these fundamental changes.

Visit www.sixinc.ca or contact us at [email protected] for more details.

Jay Owen, President & Founder, SIX Inc.