Understanding Today’s Changing Customers

What do customers most want nowadays? According to David Avrin, the three-part answer consists of immediacy (instant gratification), individuality (flexible, customized assistance) and humanity (concern trumps indifference). Of them, while immediacy should in theory be the easiest to enact, ironically enough automation is making that goal more elusive. What else is of interest from Avrin’s version of ranting about the ills of customer service? For one thing, the desperate measures companies take to ward off negative reviews appearing on-line. For another, Avrin’s favorite exercise to help his clients improve their operations: have front-line employees imagine that they are creating a rival company, which benefits from knowledge about what customers really want most but aren’t getting right now. There’s nothing like the risk of losing existing customers, after all, to grab management’s attention!

Released today: episode #82 of my podcast series “Dan Hill’s EQ Spotlight,” featuring David Avrin discussing Why Customers Leave (And How to Win Them Back). Click on https://newbooksnetwork.com/category/special-series/dan-hills-eq-spotlight to get to the new episode.

Image of Author David Avrin and his new book "Why Customers LEave and How to Win them Back" for Dan Hill's EQ Spotlight Episode 82 titled "Understanding Today's Changing Customers"

David Avrin is a highly popular speaker and consultant on the topics of the customer experience as well as on marketing. He’s a former CEO group leader and speaker for Vistage International. This is his third book, following It’s Not Who You Know, It’s Who Knows You and Visibility Marketing.

Image of NewBooks Network logo and Dan HIll's EQ Spotlight podcast logo

Dan Hill, PhD, is the president of Sensory Logic, Inc. His latest book, available on Amazon is Blah, Blah, Blah: A Snarky Guide to Office Lingo.