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Jesús Cochegrús - Estrategias esenciales hacia los clientes en tiempos de crisis

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[Jesús Cochegrús Entrepreneur and expert in leadership and innovation.] And I want to tell you about various essential strategies [Jesús Cochegrús Entrepreneur and expert in leadership and innovation.] that we should turn to look at at the present time. Number 1: empathy, as I was telling you a while ago. To actually understand what the client is going through and what our people are going through. Number 2: certainty. During the last 7 months we haven't had certainty over 3 essential areas of our lives: health, money and work. We've lost certainty. So, you want to connect with your client, you want to connect with your people, do what's needed to offer them certainty. Third essential strategy: anticipation. Technology is out there and you should foresee the clients' needs. Anticipate, take advantage of the technology available and use psychology to actually connect and think ahead of the client. Fourth strategy: individualization. Today, what we're living with internet of things and machine learning allows us to customize ourselves as a company and to treat the client as if they were the only client on earth. And the last one is called "dematerialization". Some call it "digitalization," but I prefer to call it "dematerialization." ¿What do I mean by this? Well, in our industry, many years ago, our product was dematerialized, video games were dematerialized, the game's CD, the cartridge, music was dematerialized, books. I'm not telling you your industry is going to be dematerialized, maybe some products will, maybe services will be dematerialized. But the question is: ¿What part of your process was dematerialized with this, or you can or need to dematerialize? ¿Which parts of the process can you remove? This is a good moment to actually reconsider our processes and say: we need this. So, remember: dematerialization, non-intervention, ¿which parts of the process can we hand over to the client in this digital world?

Video Details

Duration: 2 minutes and 4 seconds
Country:
Language: Spanish (Spain)
License: Dotsub - Standard License
Genre: None
Views: 5
Posted by: wobi on Apr 7, 2021

Jesús Cochegrús - Estrategias esenciales hacia los clientes en tiempos de crisis

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