Have you and your clients also got stuck in the so-called forced, global “lockdown”?
Are you staying at home?
Are you making calls with Zoom, Skype or are you making thousands of phone calls that end with a sentence: “Yes, yes, we will speak after the pandemic.
Everything should return to previous ordering mode from before COVID-19, or it should not, how do you feel”?
Do you know that? HOW MANY TIMES HAVE YOU HEARD IT? WHAT ARE YOUR MONTHLY RESULTS SAYING ABOUT THIS?
Do you believe your customers’ words?
Or maybe it’s not about believing, but actually about identifying the needs of customers, which are completely different from those before the virus era”.
And if your customers no longer need the products or services that you provided them with the previous version.
What if their consumer priorities have changed.
And what if they are now thinking mainly about securing their basic needs as entrepreneurs, as well as the heads of families because they have a wife and children, a dog, and sometimes even parents to take care of.
In addition, they are concerned about their health, because as employers or coworkers, they are exposed to contact with others (potentially infected) and the last thing they think of is your product in physical version, offers, and promises of discounts you send…
A life nobody expected 3 months ago.
I didn’t expect it either. At the end of the year, I was at the Stockholm School of Economics attending a Business & AI lecture on the transparency of financial markets, where Paolo Sironi (www.thePSironi.com) brought the attention of the audience to the continuing trend of client-first approach.
Customer centricity is a model focused on satisfying consumer needs and making the experience related to the company as pleasant as possible.
At the turn of the year, I flew to Dubai – to celebrate the success of my clients in their real estate industry, where we talked about the next trips, and possibilities to reinvest the funds, especially since their plans and market potential looked promising.
Then, I went to Amsterdam to meet the Business Partner who came from the USA, for #designthinking training in supply chain processes for a local branch of the FMCG company. I spent three days in the charming town of Utrecht on exploring climatic streets, discovering hotels and restaurants that are teeming with life in the summer: I recommend paying attention to BUNK Utrecht – a modern hostel that invites everyone for a chat, a drink or a meal.
It’s a place where you can spend the whole day. After breakfast, it becomes a pleasant place to work and meet. The public space has been designed for spontaneous social fun, and during the day you can meet not only residents there but also travellers from all over the world.
I also had the opportunity to run public speaking workshops for the university community.
On 8/01/2020 I participated in the lecture by Diederick Croese, CEO at SingularityU Benelux, ex-Deloitte Partner, currently chairman of TEDxAmsterdam on “Exponential Technology & Ethics x Singularity University” held in the co-working space of Social Impact Factory Utrecht.
What is singularity?
For people who want to explore this subject, I recommend reading the following article:
Why do I mention all of that?
I recall, at the same time, with the sentiment, and on the other hand, with the intention that motivates me and the question that comes to my mind and probably to the minds of everyone in the world: Where and how to look for a customer?
I want you to answer the following questions:
• Do the actions that you currently take have an impact and inspire your clients or your organization?
• Do you pursue other goals that you set for yourself in early 2020?
A lot has changed in my business, and my team in the last 4-5 weeks:
• Workplace reorganization – 100% online work for 10-12 hours a day to keep up with the changes.
• Revaluation of personal values – which help in taking important decisions in a crisis, they serve as a guide and indicate the inner balance that we need today above all.
• Change of the strategic plan, with partners with whom we jointly strived to achieve professional goals in 2018 and 2019 – today we are striving in slightly different directions.
Today, I have to write the book again, because the content that has been written so far is no longer #uptodate, especially the part relating to the #customerexperience.
Sort of we will be examining the clients’ needs all the time, but they have changed dramatically. My needs have changed and so have yours, will you agree with me?
People from all over the world have been buying everything for two months to guarantee their peace of mind. My observation of the e-commerce markets and my behavior leaves me thinking.
Those who bet on securing online commerce, personal devices such as tools showing blood oxygenation, body temperature or heart rate – will not only get my appreciation, but also money, and the price that I will be able to pay for such products may not be a competitive market price. I just need these products to calm my doubts as well as my mind. I also need a stable Internet connection at home – to continue my work, coffee machine, and coffee at home, which is just as good as in the office, as well as a healthy and nutritious food that will allow me to think, focus and be ready to participate in video conferences even at 22:00 our local time – because the customer in a different time zone requires it.
If until today you were not focused on immunity and healthy food and treated the protection of your health as something superfluous – think about it now, because these will be the directions to which people all over the world will eventually start to pay attention to.
And your team – if you work as a MANAGER, OWNER or TEAM LEADER, pay attention to their needs.
And if necessary, IMPROVE, PRAISE, SHARE good practice, do things that will strengthen you as #TEAM – because strength is in the group today. In a team that, together, can survive this period of socio-economic instability, and strengthen YOU in this unequal battle, for which we did not have time to prepare properly.
After all, I stay positive and keep my fingers crossed not only for your supportive actions but also for thoughts. We need mindfulness and mental training more than ever. And information that we can currently acquire #online needs to be carefully selected, we need to dose not only news but also “pseudo-expert” content from people who have been working on the “expert” field for the quarter.
That is why I want to assure you, that I work only with professionals from selected industries who are experts in their fields for many years, and for example, have conducted webinars since 2014 (Jan Paweł Tomaszewski), conducted thousands of training hours (Beata Barylska or Arkadiusz Bednarski), and who can provide you and your team with anti-crisis packages (Adam Dębowski) in the global #online world.
And when I look at this picture from EBIS 2019 I am sure that the First Online Investment Summit No1 #online, which will take place on 22-23 of May 2020, will be just as valuable in terms of its content, speakers’ knowledge and preparation on the highest level as the last year #offline edition. The event is highly recommended for all of the entrepreneurs looking for international knowledge in investment, strategy planning, and networking with potential partners.