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I read an article written by Brian Solis and he explained a subject related to this one and he give5 steps to take
1. The first step is to survey the customer landscape to learn about how the coming “C” change will affect your business and current channel strategy. Ally yourself with key stakeholders to generate interest and concern. Together, present the case for this research and how the results will potentially impact the organization. The goal is to earn executive-level sponsorship and interest among decision makers.
2. Review the findings from the customer segment and behavioral analysis to document important findings. Synthesize all insights and escalate implications not just at the enterprise level but also at the line-of-business, functions, and channels levels as well. The mission is to open the eyes of those who “didn’t know what they didn’t know.”
3. Organize a working session with the taskforce. Include representatives from each channel, function, and/or line of business to present the research to the broader team and have it cascade from there. The goal is to answer questions, create a sense of importance or urgency across the board, and encourage alignment to take unified action.
4. It takes a culture of customer-centricity and innovation to introduce new adaptive business models that help organizations engage and optimize new touchpoints in this new generation of consumerism. The taskforce is now tasked with transformation. It must meet regularly, impartially, to analyze opportunities and best adapt to them without jeopardizing current initiatives.
5. Continue to research and monitor consumer behavior and preferences. Part of the work of the taskforce is to evaluate channel strategies, current approaches, and results to redistribute resources and budgets according to opportunities. Additionally, alignment must be defined to improve collaboration among the teams to finally break down silos. Lastly, update, humanize, and optimize the story, value proposition and delivery for each channel and each segment.
