Business today is no longer just about making things or providing services. Instead, companies that wish to attract and retain the 21 st -century customer will have to delight him or her with an innovative, ah inspiring business experience. In this presentation we suggest four things companies must do to be constantly creative and to generate these ah-inspiring moments for customers. We examine why the quality of the workforce is key to making such moments happen, and we follow with research that clearly demonstrates a direct correlation between the skill and job satisfaction of its workforce and a company's ability to retain the new customer. Finally, we warn the audience that companies that cannot attract and retain the best and brightest workers will not survive.
Business is no longer about making things or providing services.
Companies can no longer gain a competitive advantage from further improvements in quality, cost, or speed. If they are not there then the customer is unhappy but the customer doesn't get all giggly excited because your software works or the car you make starts or the cable connections your company provides stay up 12 hours straight. The customer expects those things. The social contract between business and workers that offered job security and predictability in return for employee loyalty has be shattered. The best and brightest workers no longer trust their employers.