The Growth Faculty's Christine Kininmonth asked me about a prediction for 2025 last year.
The COVID 19 situation has accelerated us to where we could be in 2025. Global organisations are entering local markets as everyone is now more online than ever before; local organisations need to determine how they will differentiate. We now live in a world of search, and those things such as brand or reputation are no longer unique sources of differentiation.
How can you make your customer sticky? Through offering value based on customers expectations and not your 2019 business model. Be obsessed with their expectations and seek to continuously and incrementally improve them.
Think customer intimacy at scale, learn more in my book "DIGITAL IS EVERYONE'S BUSINESS; A guide to transition"