Steven van Belleghem (Bruges) is a Belgian thought leader on the transformation of customer relationships and the future of marketing. He is a keynote speaker, specialized in the 'future of customer centricity,' writer of 4 best selling management books, and guest lecturer at the London Business School. Stevens talks about the biggest changes in customer behavior, customer contact and the technological opportunities to become truly distinctive.
Customer expectations – "I have seen an evolution in customer behavior over the past six months. Customers are used to virtual meetings, use less paper, travel less... We have made a huge digital leap forward and this will continue to be the case. I also see that safety nets have disappeared, for example in the travel sector. Booking a trip has become a lot more uncertain. It would be nice if companies could be that safety net and remove uncertainties. Finally, you see that in the social debate, clients expect more from companies than just a nice purpose talk. They should take a stand."
"It's a crazy paradox: for the company that can save the most time for you, you as a customer will spend the most time – Companies are accustomed to focus on their own goals, and then see how these can be delivered to the customer. Turn that around and ask yourself: What is the most scarce good the customer has? Most people want more time, money, energy. If you, as a company, agree with that, then keep asking yourself whether what you offer fits in. Look at new trends and technology, from that perspective you can offer much more value."
Open up Digitals is a Fellow Digitals production.
Steven van Belleghem (Bruges) is a Belgian thought leader on the transformation of customer relationships and the future of marketing. He is a keynote speaker, specialized in the 'future of customer centricity,' writer of 4 best selling management books, and guest lecturer at the London Business School. Stevens talks about the biggest changes in customer behavior, customer contact and the technological opportunities to become truly distinctive.
Customer expectations – "I have seen an evolution in customer behavior over the past six months. Customers are used to virtual meetings, use less paper, travel less... We have made a huge digital leap forward and this will continue to be the case. I also see that safety nets have disappeared, for example in the travel sector. Booking a trip has become a lot more uncertain. It would be nice if companies could be that safety net and remove uncertainties. Finally, you see that in the social debate, clients expect more from companies than just a nice purpose talk. They should take a stand."
"It's a crazy paradox: for the company that can save the most time for you, you as a customer will spend the most time – Companies are accustomed to focus on their own goals, and then see how these can be delivered to the customer. Turn that around and ask yourself: What is the most scarce good the customer has? Most people want more time, money, energy. If you, as a company, agree with that, then keep asking yourself whether what you offer fits in. Look at new trends and technology, from that perspective you can offer much more value."
Open up Digitals is a Fellow Digitals production.