The world has inevitably changed under the influence of the pandemic and the restrictions that continue to this day. Business responds to change in its own way, adapting to new environment, transforming business processes, management styles and approaches to working with clients. How in the conditions of competition ‘with everyone and everything’ to keep competitiveness of firm and not to lose clients and profits – below.
Changing established approaches
Going fast to keep up with the competition and running hard to get one step ahead of them are the current realities for businesses. Constant transformation processes have become a prerequisite for the survival of business in modern conditions. Companies that stay true to old approaches and management models lose customers and, as a result, profits.
The future belongs to funky business – companies that are constantly changing and innovating, find ways not only to meet the demands of their customers, but also to surprise them, exceed expectations and make a lifelong partner. Modern companies should adopt a funky approach to business and refocus their activities so that the brand is the key to success, and the quality of services – a confirmation of reliability.
A company working in the field of business services should surprise and impress a potential customer. This is the basic principle of funky business. This principle was previously professed mainly by creative industries, but, as practice shows, everyone needs this approach.
When a company wants to surprise its customers, it evaluates the difference between what customers receive after the work is done and what they expect to receive.
Customer Satisfaction = What the customer receives in the end – What the customer expects to receive
Instead of simply meeting expectations or creating new expectations, the company consciously tries to take a new and unexpected path for the customer. It does not try to ‘exceed’ expectations, because it involves moving on a given trajectory, does not seek to find new facets or areas in which it will be competitive. It tries to suggest something unexpected. To really surprise customers, you need to rely on three main indicators: “How does the customer evaluate your business?”, “What does the customer want?”, and “What does the customer memorize?”
The brightest impressions from the flights have nothing to do with the expectations – good or bad – from the service on board the aircraft. All you have to remember is reading a particularly insightful book, meeting a celebrity or having an interesting conversation with a neighbor, an emergency situation, and so on. Therefore, business leaders need to think about how to use existing aspects of services to make an unforgettable impression on the customer.
