What happened with the rise of the Internet and automation? It changed everything about how we interact and engage with our customers. Those of us who work online don't realize how much business has changed. We think about digital transformation and sometimes take for granted the level of transformation that happens to businesses. It's huge! The biggest change that happened with the Internet is that our customers literally got into our business. Customers were always included in businesses until they went global. Even then, they were included, but seen as excluded.
More is in the book I wrote, Revenue or Relationships? Win Both, but that's the general idea of these videos. How has the world changed? What does it mean for your customer to be in your business--literally? How do you now need to see your customer?
Here are some initial thoughts about the book, topics in the book, and more.
Video 1: Why I wrote the book. I didn't plan on writing a book. Not by any stretch. It started as a great big white paper until I couldn't call it a white paper anymore (no such thing as a 30K word white paper).
Video 2: The problem your company really solves and the "jobs to be done." This is based on work found in Harvard Business Review. It's one of my favorite articles.
Video 3: Why I selected the title I did for the book. I believe that with the rise of automation, we are seeing a rise in the need for building relationships with customers. We don't focus on that because we don't have a way to measure it directly. But what if we did? What if we saw our businesses differently?