For my father’s generation (and to a considerable extent, my generation as well) businesses set rigid processes and customers endured them. In my small town, we had only one new car dealer, so if you wanted a new truck, you went through an absurd sales process that involved hours of price haggling.
Enter the age of the consumer, where most business leaders are becoming increasingly aware of the importance of building processes around the wants, needs, desires, and lifestyles of their customers. In fact, more and more leaders are looking for ways to become easier to do business with.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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