From Customer 1.0 to customer 5.0: how do I delight the customer?
The mission statement for vendors is: ‘Connect to the many, and engage to the individual.’ Emotion and technology come together. The big challenge here is that vendors have to deliver on 5.0, without neglecting the underlying interactions: facilitate the power of the network (4.0), that the vendor’s world revolves around the customer and that nothing will be foisted on the customer (3.0). And, yes, even utilising a mass-transmitter (2.0) if that seems useful, but always in line with customer expectations in the 5.0-environment.
How do I tackle this, in practice, as an office- and people manager? What is hype? What is reality? What are the main drivers behind the new business models? That’s precisely what I want to tackle in my next book ‘Managers – The Day After Tomorrow’. Follow www.nexxworks.com/blog for more updates!