Stream of Consciousness Thinking - Reflecting on Serving My Clients

Every January, I take some time to reflect on how well I did serve my clients and what I could do better.  Typically the list is very tactical and more like a checklist of action items.  This year, I have taken a different approach and read something about "The Fluid Customer" and have developed what my opportunities are.

So after taking notes, I have tried to find what each client wants, needs, and deserves.  Here is what I got out of that reflection....

Productivity = What is Done/What is Required to Do It

Today "What is Required to Do It" is Time so Finding Client Time is the measure I need to focus on.  When/where does that exist?

Today they are real-time, more demanding, always on and they are "Right Here, Right Now".  Lots of touchpoints.  Give them information for inspiration, but don't make them think.  Serve them through aggregation.

What used to be a value proposition is now a value expectation:  Achieve goals, there at the point of need, an experience that includes products, services, and process

Do Clients want service or do they want to be served?

• Anytime, Anywhere value that they can't live without
• Be where they are and be contextually relevant
• Bring my Value Proposition to  them with emotion and value
• Demonstrate how I am improving their productivity

The experience must be with purpose:  It must inspire, provide a learning opportunity, and guide.  By default, it must be emotional as I must give them a reason to engage.  It must be rational to help them find answers, support them continuously and on demand, and provide adjacent learning and discovery.  All of this must be woven together with trust and by fostering more meaningful connections.