Business is becoming trickier. Evolution of information technology has made the customer more informed than ever. It is easier today to compare the quality, price and customer satisfaction for anyone who is even little familiar with technology. Internet has become a formidable weapon in the hands of customer. They can simply tweet or WhatsApp or put a Facebook status about their experience of a particular product or service. If the experience was too good or too bad, it multiplies and spreads faster.
Thus, today a customer is not only 'a potential buyer' but also a 'potential seller' or a 'potential spoiler'. The importance of 'customer experience' has grown up and the importance of 'conventional marketing and selling' has been curtailed in emerging business environment.
Gone are the days when you could spam a potential customer with your endless sales calls or emails, making tall claims and still manage to remain in his good books. Environment would force such businesses out of the race soon if they don't still understand that giving value and a great overall experience is going to be the key in coming times. Short cuts would vanish and real stuff would prevail.
Hence, it is time for most of the businesses to direct their all attention in creating value and a great experience (pre and post transaction with customer) rather than thinking of short cuts and deceptive maneuvers.
Dr. Vivek Modi
Success Coach and Corporate Trainer