The Guru Guide , can be combined to meet the needs of different audiences. Click on segments for further information. A new customer that is informed, experienced, sophisticated, and very, very fickle is emerging. This new customer demands much more than quality, value and responsiveness for his or her patronage.
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.