PART 2 EXPLORING THE REALITIES OF TODAY’S MARKETPLACE

Much of the evolution of the needs and demands of today’s customers have been influenced by the advancement of technology. It’s not so much the technology itself that has influenced customer expectations, but rather the growing access to real-time information which has influenced customer decision-making, buying preferences, and quality and service expectations. Just as today’s customers have evolved, the employees have too. With greater access to information, a growing desire to blend their personal and professional life, and increasing comfort with instability, today’s employees might seem to only further exacerbate the complexity of the working environment. When you consider these significant changes that have occurred in the people who both work in and buy from our organization, it doesn’t take long to realize that our approaches to marketing, selling, and servicing customers have fallen behind. Similarly, our understanding of what employees need in order to remain productive and committed has not progressed.

In Part 2, we explore what specifically has changed about our employees who are working in our business, producing products, delivering services, and interacting with our customers through marketing, selling, and customer service. More importantly, we discuss how we can capitalize on the evolution of our employees to better serve and satisfy our customers, building an unstoppable organization from the inside out.