What would you say are the most effective strategies that you use to help clients engage with customers, generate new revenue and thus better serve their customers?
You put the focus on the customer. It’s about how you communicate and interact with the customer base, and I think there’s a good argument to say sometimes more traditional techniques of engaging with customers can be just as effective as high-volume, tech-enabled communication.
My advice is to focus on quality rather than quantity, and don’t forget we employ people in a business. We’ve got to listen to the wants and needs of our people, there’s a very different demographic in our employees and people want to work with more socially motivated organisations. It’s not just about digital it’s about the tone and knowing what people want to do, and what motivates them isn’t always the mighty dollar. We have to be very cognizant of that in a rapidly changing world.