John Patterson will be speaking about how customers have changed and what to do about it at the Dallas Business Growth Summit, scheduled for Thursday, October 11, from 4:00 pm until 8:00 pm. Sponsored by ExperiPro, a Dallas-based business consulting firm, the event brings together some of the area’s biggest names in business to share their experiences and stories on growing their companies into highly successful enterprises.
John will discuss why today’s customers are not what they used to be. Gone are the days when service had to be really awful for us to walk away. Sticking to brands for a lifetime is a thing of the past. Customers today are picky, (demanding value), fickle (quicker to leave), vocal (assertively telling all) and vain (expecting personalized service). Their expectations are 33% higher this year over last year and they now have an enormous variety of services and products to choose from with unprecedented access to information and reviews. Empowered and wired via the Internet, with its capacity to instantly reach a gazillion fellow customers with the click of a mouse, customers can bring any service provider to its knees.
The Internet has tipped the balance of power and forever changed the way customers and organizations interact. The new normal customer really is king and a single critical video uploaded on YouTube or a damning review gone viral stays up perpetually. Service success takes rethinking the strategies and tactics to ones that change today’s “customer as king” into tomorrow’s “customer as partner.” It requires insuring frontline employees have the authority and capacity to effectively serve in a multi-channel environment. It involves reinventing experiences that create customer ease and delight resulting in loyalty or “stickiness.”
Based on his award winning international bestselling book, this powerful, high-energy presentation draws on John’s vast consulting experience plus his cutting edge customer research. Attendees learn how today’s new normal customers have changed as well as proven techniques and innovative tactics needed to improve customer loyalty, drive business growth and increase advocacy.
Other presenters include:
- Tim Houlne, “From the Cube to the Cloud” -CEO Working Solutions
- Mark McGovern, “Leveraging Video Media to Create Impact” – VP and Senior Creative Director at AMS Pictures
- Terri Maxwell, “The New World of Work” – CEO of Succeed on Purpose
- Jeff Brady, Event Emcee – Award-winning TV news anchor and reporter
Tickets are on sale now on the ExperiPro website.