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.

Why Six to Seven Participants Is Ideal

What size work team is most efficient? Hint: the number of fishermen in this 19th century painting provides the answer. Tom Peters has suggested that teams shouldn’t be bigger than what two large pizzas can feed (about six to seven people). Along those same lines – a listener should ideally be within five feet of a speaker to hear well. Sitting almost shoulder-to-shoulder, that precept limits a group to no more than seven members.

In a year where Learning Pods are sprouting up as private tutors offer in-person learning to small groups of children, I’m following suit. Forget anonymous-feeling webinars; I prefer to foster a sense of community and intimacy, through a highly interactive experience. Until a safe vaccine arrives to save us all, I’m launching EQ Learning Pods capped at six participants each.

The content will cover six areas:

  • Executive Leadership
  • Manager-led Workplace Culture
  • Sales
  • Marketing
  • Market Research
  • Customer Experience (CX)

The insights presented in these pods arise from my 20+ years of research studies conducted for over 50% of the world’s top 100 companies, plus the information contained in my eight books, speeches, books I’ve been influenced by, and what I’ve learned from hosting great authors on my podcast. The pods have been distilled into 45-minute select portions of content to spur questions and discussion. To learn more, go to www.sensorylogic.com for details, and to enroll. EQ Learning pod sessions are limited to six persons at the cost of $25 a person. I look forward to being your guide!

Deep Listening & Seeing, Deeper Learning

Touching the Soul: Musical and Psychoanalytical Listening

Released today: episode 18 of “Dan Hill’s EQ Spotlight” podcast series, featuring Roger Kennedy, the author of The Power of Music: Psychoanalytic Explorations. Listen to the clip below and click on the image to get to the new episode.

Why is music so powerful in eliciting emotions?

Now at The Child and Family Practice in London, Kennedy is a training analyst and past President of the British Psychoanalytical Society. This is his fourteenth book.

Topics covered in this episode include:

  • The ability of music to reward close listening because of qualities like movement and the web of interactions involved.  
  • How music can draw on and has parallels to a range of situations, like “baby talk” sounds shared by mother and child, and the sounds animals make (especially in mating rituals). 
  • Discussion of parallels between music and entering a dream state, rich with free association as opposed to a concrete, logically coherent “narrative”

Dan Hill, PhD, is the president of Sensory Logic, Inc.